Agenda
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Post Office Board Agenda (CCRC meeting)
ea Thursday 10 June 2021
15:00 — 16:30 hrs Microsoft Teams
Meeting/ Finsbury Dials
© Tim Parker * Zarin Patel (NED) Ben Foat (General Counsel) * Richard Taylor (Group Corporate
(Chairman) Affairs and Communications
Director)
© Nick Read (CEO) © CarlaStent (NED) I © Rodric Williams (Head of LegalI ¢ Veronica Branton (Company
— Dispute Resolution & Brand) Secretary)
© Tom Cooper (NED) I
Ken McCall (SID)
‘Alan Watts (Herbert Smith
Freehills)
* Declan Salter (GLO Director)
Lisa Harrington .
(NED)
Elliot Jacobs (NED)
Nick Vamos (Peters & Peters
Solicitors LLP)
© Richard Bussell (Linklaters)
«Saf Ismail (NED) © Alisdair Cameron
(CFO)
Apologies: N/A
eams Meeting
United Kingdom, London (Toll)
320 102 417#
‘Conference I
1. Welcome and Conflicts of Interest
Noting
Chairman
a Minutes and Matters arising
Minutes from 20" & 25" May 2021
Approval
Chairman
3. Post Conviction Claims
Alan Watts
31 Update
Noting
3.2 Strategy
Decision
33 Standstill agreement
‘Approval
4. Historical Shortfall Scheme: Test case materials
Tranche 2
000173_Julie Walker
000366_Julie Walker
000190_Janice L Watson
001210_Rajesh Kumar Takyar
001383_Priyavanda Patel
Oe OS ee
Tranche 3
1. 000246_Prabhjot Kaur Sandhey
2. 001119_Brian Robert Meacher
3. 000602_Frank Alexander MacDonald
4. 000596_Thomas Patrick Smith
Approval
Alan Watts
STRICTLY CONFIDENTIAL
CCRC Meeting - 10 June 2021-10/06/21
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Agenda
Post Office Board Agenda (CCRC meeting)
5. 001315_Paul Curnock
6. 000213_Richard Charles Shepherd
5. Any Other Business Noting All
Discussion on funding commitment from BEIS for the
proposed interim payments Richard Bussell
STRICTLY CONFIDENTIAL
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Tab 2.1 Minutes from 20th May
POST OFFICE LIMITED BOARD MEETING 2.1
Strictly Confidential and Subject to Legal Privilege - DO NOT FORWARD
MINUTES OF A CCRC MEETING OF THE BOARD OF DIRECTORS OF POST OFFICE LIMITED HELD ON THURSDAY 20
MAY 2021 AT 20 FINSBURY STREET, LONDON EC2Y 9AQ BY CONFERENCE CALL AT 15.00 HRS*
Present:
Tim Parker Chairman (TP)
Ken McCall Senior Independent Director (KM)
Tom Cooper Non-Executive Director (TC)
Carla Stent Non-Executive Director (CS)
Nick Read Group Chief Executive (NR)
Zarin Patel Non-Executive Director (ZP) (from 16:15 hrs)
In attendance:
Veronica Branton Company Secretary (VB)
Ben Foat Group General Counsel (BF)
Rodric Williams Head of Legal — Dispute Resolution & Brand (RWI)
Patrick Bourke Head of Policy and Government Relations (PB)
Declan Salter Historical Matters Director (DS)
Lucie Lambert General Counsel - UKGI (LL)
Alan Watts Herbert Smith Freehills (AW)
Nick Vamos Peters & Peters Solicitors LLP (NV)
Apologies: Alisdair Cameron (Group Chief Finance Officer) and Lisa Harrington (Non-Executive Director)
Agenda Item Action
1. Welcome and Conflicts of Interest
A quorum being present, the Chairman opened the meeting. The Directors declared that
they had no conflicts of interest in the matters to be considered at the meeting in
accordance with the requirements of section 177 of the Companies Act 2006 and the
Company’s Articles of Association.
2. Minutes and Matters Arising
The Board APPROVED the minutes of the Board meeting held on 13" May 2021.
The Board NOTED the action log.
Nick Read provided an update on the decision to make the Horizon IT Inquiry a statutory
inquiry, which was announced in Parliament on 19" June 2021. We would receive an
update on what was going to happen between June and September 2021 in advance of the
publication of the interim report and plans leading to publication of the final report in
autumn 2022; we also expected to hear when the oral hearings would be held. October
2022 seemed an ambitious deadline for completing the final report. The Judge had
reported that he was pleased with POL’s level of commitment in supporting the Inquiry’s
work and our disclosure of documents. The Minister could choose whether or not to
publish the interim report but there would be pressure for him to do so. The Justice for
Sub-Postmasters (JFSA) group had said they would participate now that the Inquiry was
statutory.
Tom Cooper noted that there would be more emphasis on the past and the Royal Mail
Group period. The questions the Inquiry would address were not changing but the tools
were and it would become a more legalistic process.
3. Post-Conviction Claims
+ Participation in the meeting was entirely via Microsoft Teams from participants’ personal addresses. In such circumstances
the Company's Articles of Association (Article 64) require that the location of the meeting be deemed as the chairman's
location. However, it was not deemed appropriate to record personal addresses on the Company record. As such, the
Registered Office is recorded as the meeting location.
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3.1 Strate,
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POST OFFICE LIMITED BOARD MEETING
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‘0 do: TC/
W/ DS
Zarin joined the meeting
TC noted that the Board needed not only to look at the test cases but also the numbers to
as they applied to the £153m provision. Declan Salter reported that his team would be
providing these figures.
It was AGREED that a Board meeting would be convened on 25" May 2021 to discuss the
test cases and any further evidence and information required to inform the Board’s
thinking on how cases should be presented to the Independent Panel. Action: VB
Update on interim payments
The payment of interim payments was discussed and it was noted that it was difficult to
defend payments to those Crown Court cases POL had not opposed solely on grounds of
the public interest test; however, we should not set too many criteria around payments.
We needed to strike the right balance and these payments should be substantial. The
sums and the potential for including an element for legal fees were discussed in detail. It
was noted that different claimants’ circumstances were very different but that these Sub-
postmasters had waited a very long time for justice.
The Board APPROVED an interim payment sum of £100k which should not specify a
segment to cover any legal costs. The payments should apply to all claimants who cases
had been overturned but not to those Crown Court cases which POL had not opposed
solely on public interest grounds.
Historical Shortfall Scheme
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41
42
43
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POST OFFICE LIMITED BOARD MEETING
Strictly Confidential and Subject to Legal Privilege - DO NOT FORWARD
Potential routes of challenge to the Scheme
The paper was NOTED.
Rate of interest
The Board APPROVED the application of a flat rate of 3.45% interest to Historical Shortfall
Scheme settlement offers.
Further discussion on the proposed amendment to the Terms of Reference
Any Other Business
Formal approval to establish a Board Committee
The Board APPROVED the establishment of a Board Committee to oversee historical
matters. The Committee would in due course replace the weekly Board CCRC meetings
with the Board updated on decisions via the Historical Matters report. The Terms of
Reference for the Committee would be produced and the Board would need to consider
membership of the Committee.
PREN: Barclays Bulk Cheque Processing Contract Extension
The Board APPROVED the non-compliant extension of the contract for cheque processing
for a further 6 months from 30th June 2021 to allow for the completion of the Bulk Cheque
Processing procurement. This additional time was required to allow for the current tender
to be re-issued to include bank volumes during the banking framework 3 period following
recent negotiations with the banks.
There being no further business the Chairman declared the meeting closed at 16:30 hrs.
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Tab 2.1 Minutes from 20th May 2021
POST OFFICE LIMITED BOARD MEETING
Strictly Confidential and Subject to Legal Privilege - DO NOT FORWARD
Chairman Date
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POST OFFICE LIMITED BOARD MEETING
Strictly Confidential and Subject to Legal Privilege - DO NOT FORWARD
MINUTES OF A CCRC MEETING OF THE BOARD OF DIRECTORS OF POST OFFICE LIMITED HELD ON TUESDAY 25
MAY 2021 AT 20 FINSBURY STREET, LONDON EC2Y 9AQ BY CONFERENCE CALL AT 11.00 HRS*
Present:
Tim Parker Chairman (TP)
Tom Cooper Non-Executive Director (TC)
Carla Stent Non-Executive Director (CS)
Zarin Patel Non-Executive Director (ZP)
Nick Read Group Chief Executive (NR)
In attendance:
Veronica Branton Company Secretary (VB)
Ben Foat Group General Counsel (BF)
Rodric Williams Head of Legal - Dispute Resolution & Brand (RWI)
Richard Taylor Group Corporate Affairs and Communications Director (RT)
Declan Salter GLO Director (DS)
Chris Manamley Historical Matters Business Unit (CM)
Nick Vamos Peters & Peters (NV) (until item 3.)
Alan Watts Herbert Smith Freehills (AW)
Apologies: Ken McCall (Senior Independent Director), Lisa Harrington (Non-Executive Director) and Al Cameron (Chief
Finance Officer)
Agenda Item Action
1. Welcome and Conflicts of Interest
A quorum being present, the Chairman opened the meeting. The Directors declared that
they had no conflicts of interest in the matters to be considered at the meeting in
accordance with the requirements of section 177 of the Companies Act 2006 and the
Company's Articles of Association.
Matters Arising - revisit decision on interim payments for Crown Court cases
+ Participation in the meeting was entirely via Microsoft Teams from participants’ personal addresses. In such circumstances
the Company's Articles of Association (Article 64) require that the location of the meeting be deemed as the chairman's
location. However, it was not deemed appropriate to record personal addresses on the Company record. As such, the
Registered Office is recorded as the meeting location.
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POST OFFICE LIMITED BOARD MEETING
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Panel Packs for the first six test cases to be provided to the Independent Panel for the
Historical Shortfalls Scheme
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POST OFFICE LIMITED BOARD MEETING
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noted that it was highly likely that there would be applicants who were not satisfied with
their claim settlement and this would be the focus of attention rather than those
applicants who were satisfied. Declan Salter noted that we had already received some
complaints in relation to the Scheme. DS added that if we did not remove the cap we
would have to set up another POL Panel to consider these claims. TC advised that he
thought that BEIS had stipulated that they would only fund claims approved by the Panel.
TC raised the issue of shortfalls being identified following investigation. If the sum offs!
shown in the graph circulated on 24" May 2021 was a reasonable estimate that would not
be material but he would like to go through the numbers with Chris Manamley. CS
thought it would be preferable to lift the cap imposed on the Independent Panel if the
numbers were reasonable and to have a quid pro quo in respect of the payment of
surpluses if this were compatible with the findings of the judgment. CM explained that we
would need a better data set to have confidence in the numbers. Nick Read questioned
offsetting surpluses against claims given the historical Imbalance of power between POL
and applicants as this could lead to us having to make judgements which we were not
trusted to make by those affected.
To do: TC/
cM
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3.1
3.2
3.3.
3.4
3.5
3.6
POST OFFICE LIMITED BOARD MEETING
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Action: AW
To do: AW
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POST OFFICE LIMITED BOARD MEETING
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Action: AW
Action: AW
Present the anticipated financial impact in light of these 6 test cases
The financial analysis was noted.
5. Any Other Business
There being no further business the Chairman declared the meeting closed at 12:15 hrs.
Chairman Date
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Post Office Limited Board CCRC Actions as at 08.06.2021
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REFERENCE
8. Potential claims against Fujitsu
Alan Watts
ACTION OWNER
DUE DATE
‘OPEN/CLOSED
Board (CCRC) Meeting 18 March 2021
Alan Watts Will come back to Board in 2-3 weeks’ time.) Open and
Ongoing
Board (CCRC) Meeting 29 April 2021
5. Potential Future Appellants (PFAs): Ben Foat Open
update on 40 new appeals and
Hlecision on extension for service of
Respondent's Notices
Board (CCRC) Meeting 06 May 2021
8. Improvement Delivery Group (IDG) [To consider having half a dozen Postmaster jan Zinner/ Richard I MonthlyBoard I The Postmaster engagement team is in I To Close
Update and preparation for the champions who could help validate the changes ITaylor update on IDG the process of pulling a list together of
Inquiry Imade from their perspective. progress inJune I around 40 key PM Influencers.
2021 Regional Manager Forums are held
) monthly to actively facilitate direct
feedback. Co-creation sessions with PMs,
following the consultation, have already
worked with postmasters to generate
improvements to the Drop & Go services
from the initial sign up process, to
providing better information and support
in how to use the service
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Update and preparation for the
ystems and processes in addition to the
lassurance we had already sought on
Clark
update on IDG
progress in June
assurance activity is closely aligned with the
inquiry timescales. We already use our own
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Post Office Limited Board CCRC Actions as at 08.06.2021
REFERENCE ACTION ACTION OWNER DUE DATE STATUS OPEN/CLOSED
8. Improvement Delivery Group (IDG) [To consider and confirm how we were Dan Zinner/ Gareth I MonthlyBoard [Update included in paper submitted to the I To Close e
Update and preparation for the remediating complaints in a timely fashion. Clark update on IDG Board meeting on 03" June (Annex C).
Inquiry progress in June
2021
b)
3. Improvement Delivery Group (IDG) [To provide an example of the Branch Trading Dan Zinner/Gareth I MonthlyBoard [Update included in paper submitted to the I To Close
Update and preparation for the Statement. Clark update on IDG Board meeting on 03"4 June (Annex A).
inquiry progress in June
2021
e)
3. Improvement Delivery Group (IDG) IDZ invited board directors to send any questionsDan Zinner/ Gareth I Monthly Board ipdate included in paper submitted to the I To Close
Update and preparation for the hey had following further reflection to him, — Clark update on IDG Board meeting on 03" June.
Inquiry (Gareth Clark and Jeff Smyth. The team would proetess in Jimpet
ky come back with some examples of what settling cee
{centrally looked like now.
3. Improvement Delivery Group (IDG) I For the IDG Inquiry support material to show Dan Zinner/ Gareth Monthly Board jpdate included in paper submitted to the I To Close
Update and preparation for the he historical position and the current position (Clark update on IDG Board meeting on 03" June (Annex B).
Inquiry side-by-side. progress in June
2021
fe) To have a decision tree approach with
lexamples at each point of the decision tree.
8. Improvement Delivery Group (IDG) jeff Smyth Monthly Board Open
Update and preparation for the update on IDG
Inquiry progress in June
2021
8. Improvement Delivery Group (IDG) [To include the “top of the pyramid” headline Dan Zinner/ Gareth I Monthly Board pdate included in paper submitted to the I To Close
Update and preparation for the lissues where we needed to explain how the Clark update on IDG Board meeting on 03" June.
inquiry most egregious failings of the historical progress in June
by prosecutions had been rectified. me
8, Improvement Delivery Group (IDG) {To arrange for the Board to some of the systemsI Dan Zinner/Gareth I Monthly Board jpdate included in paper submitted to the I To Close
Update and preparation for the actually running, for example, what happened at} Clark update on IDG Board meeting on 03" June.
Inquiry a month end now compared with what used to progress in June
2021
h) happen.
8. Improvement Delivery Group (IDG) [To commission external assurance on the key I Dan Zinner/Gareth I MonthlyBoard fhe timing and nature of the additional _I To Close
Strictly Cot
nfidential
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Decision-making
Decision-making
b)
B.1 Historical Shortfall Scheme:
8.1 Historical Shortfall Scheme:
Declan Salter/ Alan
Watts
additional assurance to meet the new
Inquiry timescales in the coming month. Of
note, the GLO conformance work is also
inderpinning the overall assurance of
ompleted actions and is due to complete inI
june 21.
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Post Office Limited Board CCRC Actions as at 08.06.2021
REFERENCE ‘ACTION ‘ACTION OWNER — I DUE DATE STATUS ‘OPEN/CLOSED Ee
inquiry conformance with the Judgments. 2021 internal Audit team (supported by Deloitte) a
‘0 review all completed improvements and
i) ill set out a plan for any required
C asked how we demonstrated the financial I Declan Salter
Mifference in settlement offers depending on
hich level of investigation was carried out. DS
ould provide more information and analysis
jor the Board on the “L123” proposals and
lhoted that this was not a one-off decision for
he Board.
Open
Decision-making
c)
Decision-making
4)
Decision-making
e)
8.1 Historical Shortfall Scheme:
8.1 Historical Shortfall Scheme:
3.1 Historical Shortfall Scheme:
IDS was asked to provide the figures requested I Declan Salter
‘0 help the Board consider the L123 proposal
further and the work with test cases should
aper provided for the Board (CCRC)
jeeting on 25" May 2022.
To close
Alan Watts
Open
Declan Salter/ Alan
Watts
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Paper provided for the Board (CCRC)
meeting on 20" May 2022.
To close
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Post Office Limited Board CCRC Actions as at 08.06.2021
REFERENCE ACTION OWNER — I DUE DATE STATUS OPEN/CLOSED
8.2 Post-Conviction Claims Alan Watts Paper provided for Board (CCRC) meeting I To close
n 20% May 2022
p)
8.2 Post-Conviction Claims Legal Team IThe Board reached a decision on interim. To close
payments at the meeting held on 25t* May
pb) po21.
Board (CCRC) Meeting 20 May 2021
B.1 Post-Conviction Claims: Strategy _IIt was AGREED that a Board meeting would be I Veronica Branton Meeting took place on 25% May to To Close
convened on 25th May 2021 to discuss the test discuss 6 test cases.
Icases and any further evidence and information
required to inform the Board’s thinking on how
lcases should be presented to the Independent
Panel.
Board (CCRC) Meeting 25 May 2021
8.2 William Michael Penney Open
8.6 Asif Latif Open
p)
Open
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Post Office Limited Board CCRC Actions as at 08.06.2021
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Tab 5.4 Supporting Documents Bundle
Historical Shortfall Scheme
Application to join the Scheme
fn igh of te ongaing cores
appbcosene. you Gon have an een aares
it yow co nox hae sy access to an ead ir 1
wr ease con be se by pow. Pines none gona apgucaons nd qe OF
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1 any sddmenalinkormation & required to help progress You" SPENCE. you wile contacted about it
This application form. the Ungbtry Crnera anc the Terms cf conn formal tegh nformacin an SOR OEE
hoch mecesiary for the inegriy of the scheme. Where pomtie. rene wrthe qaewsons tod sere 0 hap YOR
saci ety I on te Rov hap to wren cn and wagered POMS
Shortfall
from Royal Mas and noe
re pom plese only proves copie ol he sppaing CUS SS
Ree shecad lee netained for you own records, and wo advise wan
‘pom Pomal appications shovid only be
to an email address they can vie
pn passa Rot ice tenes sh om ca ame eave are ale aS
usessed by 20 independent advisory panel
cae be eigia ex the Haercal Shoriat Scheme you mest ct tha rere Ho ES
1 ne cn whom pry aa comes Brechy wa Pet OR You YS HES
‘Your eee copy. thy muh ot har recy Na AES GES
Post Ofice
expect of previous versions of Horton
‘Your application
ee ceo as Lagacy Horizon, Herlzon Onine or HG)
Current version of Horizon (HNG-A - peered to as the Branch Techaclogy Ungce) + 0
relative to comparable systems. have a concern
‘and if you experience an
Current version of Horizon please
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Tab 6.4 Supporting Documents Bundle
Historical Shortfall Scheme
Application to join the Scheme
aay win prem,
Yomusl on you aha
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1 any sddmenalinkormation & requred vo help progress You SPORES. FOV
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choc hn macessary for the inegriny of the scheme: Where pom
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ths ua Post Office scheme » please be annured eg claims wi bs
Pease nore these are Post Office adresses 28
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‘on behalf of anoeher person oF 8 company.
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Hastorical Shortfall Scheme. you mut
Office. f you are appbying to the scheme
Trad. a contrac Grectiy we
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Tab 6.4 Supporting Documents Bundle
Robin Hood Mrs Julie Walker
Start Date - 04.01.2001
End Date — 26.05.2004
Reason for Leaving - Voluntary resignation
Error Notices:
G ic foe Goto Settngs Sytem He
ei T<«S/@@@ She NNHH/ AB OF
PL
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rers.to-[Rane of enptovee or apehicane [at Iage Tope toma Text [unter of] Aacune tanner]
List containa no dace
No Error notices in system
Compensation:
( Infotype Edt Goto Extgs System Heb
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@
e [03087] [Mrs Julie Walker I
€ ‘AK Scale Monthly C2 Agent
- Integration: defauk posi Robin Hood PO
1B choose 3 sty.[ I
‘Type Long Text I (to (0 Amount ary
Sch.Att. standard rate 01.04.2004 26.05.2004 0.00 68°
Product Premium 01.04.2002 31.03.2003 43.91GBP ~
Product Premium (01.12.2001 31.03.2002 35.0368 II
Inland Lett.Pkts+Min. . 04.01.2001 26.05.2004 0.0068
Inkand Lett.Pkts Min. 04.01.2001 26.05.2004 0.0068"
Inland Lett.Pkts-Bundl. 04.01.2001 26.05.2004 0.00 68°
O'Seas Lett. Pkts Cust...04.01.2001 26.05.2004 0.00 GBP
Metered Corresp. Bun. 04.01.2001 26.05.2004 0.0068"
Metered Corresp. Pou 04.01.2001 26.05.2004 0.0068"
Recorded Delv.ttems _ 04.01.2001 26.05.2004 0.00 GBP
RPP Packets Posted 04.01.2001 26.05.2004 0.00G8P
‘Sch.Att. standard rate 04.01.2001 31.03.2004 0.0068"
NFSP full rate 04.01.2001 26.05.2004 A 0.0068
Appointment Abatem_ 04.01.2001 31.03.2001 0.00 68°
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‘No Compensation in the system
Remuneration:
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0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0,00
0,00
0.00
0.00
Total
15
£46.07
£42.55
£2,719.71
£2,445.09
£2,532.07
£2,671.40
£2,441.17
£2,851.23
£2,788.78
£2,469.63
£2,587.71
£2,553.79
£2,387.86
£1,976.25
£30,513.31
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Tab 7.4 Supporting Documents Bundle
Historical Shortfall Scheme
Application to join the Scheme
Please read this information before completing the application form
Please only complete one application form. If your claim relates to multiple branches and/or shortfalls, please include
these in the same form. If you contracted with Post Office as various legal entities, you will need to complete a separate
application for each legal entity. You may use separate sheets of paper to complete the application form if necessary.
When submitting your application, you should submit relevant supporting material that will enable your application to
be properly considered. Failing to provide this information with your application may result in unnecessary delays. 7.4
In light of the ongoing coronavirus situation, please apply by email to minimise any potential delays with processing
applications. If you don't have an email address yourself, a family member or friend is welcome to email on your behalf.
If you do not have any access to an email address to submit all or part of your application, in those circumstances
applications can be sent by post. Please note postal applications and queries may not be processed immediately given
the current circumstances.
If any additional information is required to help progress your application, you will be contacted about this.
This application form, the Eligibility Criteria and the Terms of Reference contain formal, legal information and language
that is necessary for the integrity of the scheme. Where possible, such as in the questions and answers to help you
complete your application, we have kept the information as clear and straightforward as possible.
Applications and other communications should be sent
by email to historicalshortfallschem¢ "GRO
or by post to Post Office Historical Shortfall Scheme, PO Box 76882, London ElW 9RR. Please use Royal Mail as
PO Box addresses can only accept post from Royal Mail and not from other carriers or couriers. If you do need to
apply by post, please only provide copies of the supporting documents/material rather than original documents,
which should be retained for your own records, and we advise using a trackable service such as Royal Mail Special
Delivery if sending documents by post. Postal applications should only be submitted if the applicant has no access
to an email address they can use.
Please note these are Post Office addresses as this is a Post Office scheme - please be assured eligible claims will be
assessed by an independent advisory panel.
In order to be eligible for the Historical Shortfall Scheme, you must meet all of the criteria set out below:
1. You must have, or have previously had, a contract directly with Post Office. If you are applying to the scheme
on behalf of another person or a company, they must have, or have previously had, a contract directly with
Post Office.
2. Your application must relate to shortfalls which arose in respect of previous versions of Horizon (sometimes
referred to as Legacy Horizon, Horizon Online or HNG-X). Please note that the High Court has held that the
current version of Horizon (HNG-A ~ sometimes referred to as the ‘Branch Technology Upgrade’) is robust
relative to comparable systems. If you hi icern you believe is related to the current version of Horizon,
please contact casereviewteamt, and if you experience an operational issue when using the
current version of Horizon please report it to the Branch Support Centre.
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if you are unsure whether you are eligible for the scheme, please contact historicalshortfollschem
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If you are making an application on behalf of another person, you must be a legally appointed assignee, personal
representative, attorney or deputy of the person you are making the application on behalf of. Please note that you
must provide proof of this legal relationship when you submit your application.
You must agree to be bound by the Terms of Reference for the scheme, by returning a signed copy with your
application. A copy of the Terms of Reference is available on the scheme website.
Your application and time with Post Office must not involve or relate to any criminal conviction(s). Only the
criminal appeal courts can consider past convictions, Please note a caution is not a criminal conviction and will
not affect eligibility for the scheme.
You must not have been part of the group litigation against Post Office that settled in December 2019.
The settlement reached by the parties was full and final. You must also not have entered into a settlement
agreement with Post Office other than as part of the Initial Complaint Review and Mediation Scheme
commenced in 2013 or as a result of Network Transformation or other scheme.
For further information about how Post Office will process your information, please see the privacy policy at
www.onepostoffice.co.uk/scheme
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Mr Brian Trotter
Post Office
Contracts Adviser
Area Contracts
The Markets D.M.B.
6-16 New York Street
Leeds
LS2 7DZ
29" Fuly 2008
SUBJECT: Yarm Post Office FAD: 2413272
Proposed Sale/ Resignation
Pay Recovery — Incorrect Recording of Mail in Horizon SmartPost
Dear Brian,
Due to certain events in my office over this past week, I write to you to update my file
with Post Office Ltd.
Twas informed that {_
direct my fetter to you.
therefore, I should
Background information is, basically, that my office was up for sale, under offer and
the applicant was completing the selection procedure online. Unfortunately, during
this last week, I have received my letter regarding Pay Recovery ~ SmartPost,
please see letters attached.
To the best of my ability I have tried to resolve this issue between the Audit Team and
my office, The error arising due to the directive and training given from
Post Office Ltd representative and backed by the Federation.
In my case, I was instructed to enter mail in this way, in such large quantities, by
Suzanne Richardson, Business Development Manager, and Federation
Representative, Sue Edgar. Sue Edgar was advised by another Federation
Representative from the North-West Area, who has apparently since resigned.
The saga thickens, afier receiving another call from the Federation on
Saturday 26” July 2008. I was advised that a letter regarding the SmartPost recovery
had been received from a Federation Executive in Lancaster, informing that the
Federation thought that the situation was not correct in the sense of training given,
and now the recall of funds. Also, the letter stated that Post Office Lid were aware of
the error since January 2008. A legal procedure was indicated, and recovery of funds
a possibility,
Second issue ~ email from Karen Halliwell to my prospective purchaser,
Mr Roy Lewis, Friday 18" July, 2008. This correspondence advised Mr Lewis that
my Office Remuneration would change ~ no copy to my Business Development
Manager or myself. This email has resulted in me losing my sale for this office.
14
POL-BSFF-WITN-017-0038623_0222
If you require more clarification with regard to this email, kindly contact Sarah
Laithwaite, Team Leader HR Dept. Tel: ef: 2478162.
Following my telecon with Sarah discussing my disappointment and concerns, Sarah
called a meeting on Tuesday 22" July with Karen Halliwell and other staff, to discuss
and establish a procedure on how to inform future applicants, with regards to
remuneration changes. This was too late for my sale, but hopefully, with a little bit of
“Duty of Care” and Data Protection applied, it will avoid unnecessary grief for
Postmasters in a similar situation.
I was absolutely delighted this error was rectified prior to any new Postmaster taking
over. Eventually, when my correspondence with the Audit Team was complete, if Mr
Lewis needed to be informed at the request of Post Office Ltd, I would have totally
agreed. Maybe at the time of receiving his completed Application would have been, I
think, a more suitable time, and with a reassurance that this is a one off case, as a
result of an error caused by inadequate training given.
At my request, Sarah kindly agreed to call Mr Lewis on my behalf, and explain the
reason for the email, agreeing that sending the email, as it was sent by Karen, was not
the correct way or the most professional way of handling this matter.
Third issue ~1 have recently, in preparation for my sale, instructed my accountant to
prepare my last eight months trading accounts at a cost of £1000. The remuneration
invoices used included the mail overpayment. To date, I have never checked my
rnonthly statement and had total faith in Pest Office Ltd calculating procedures.
Therefore, I cannot believe that Post Office Ltd has allowed this error to continue
since August 2007. Mr Lewis also found this another reason to pull out of the sale.
Next I need to raise the point of my resignation, which is due to expire on August
144, 2008. Obviously, due to the above events, 1 no longer have a sale at this moment
in time. Kindly withdraw my resignation and confirm the same in writing.
Finally, as an observation, this whole issue and its contents are related to the
Remuneration/Sale and the SmartPost error. A Post Office Ltd colleague thought the
SmartPost error affected my remuneration and made a decision to inform my buyer.
Question ~ Due to a lot of local competition and branches struggling, another Post
Office Ltd colleague made a decision to run a special trial rate on Euros of 1.23 to
thirty offices 10 commercial, 10 post offices within WHSmiths and 10 main offices,
1.19 to all others offices. Surely this is going to affect my remuneration to? Would
Post Office Ltd also email prospective buyers each and every time a business decision
is made, which may affect the office remuneration?
After checking with my Sales Agent, Remuneration for Yarm Post Office at £105,000
or £96,000 did not affect the asking price. With regards to the buyers balance report,
I purchased this Post Office on the previous three years of financial statements, not up
to the minute figures. The remuneration in today’s economic market can go up or
down at any time. Working through the recent closure programme and publicity
received, it is the job of the Postmaster to work at his/her remuneration, with no
guarantees, preferably with the support of Post Office Ltd, to achieve maximum sales
activity and work towards achieving targets.
15
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I look forward to receiving your comments and a meeting convenient to you, if
applicable.
Thank you,
j IL. Watson
Postmistress
Yarm Post Office
CC: Mr. G. Hopper
Baines Jewitt Chartered Accountants
Mrs. A. Goncalves
Merritt & Co. Solicitors
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Message
From: Janice Watson
Sent: 17/04/2021 11:11:24
To: historicalshortfallschemé
Subject: REF 000190 Janice L Watson
Attachments: Letter 14.07.08.pdf
SREAESEASEAASERS SEES ESA AS ASSES AS EEE SARE SAS ERA E SESSA ERASERS EEE
This email and any attachments are confidential and intended for the addressee only. If you are not the named
recipient, you must not use, disclose, reproduce, copy or distribute the contents of this communication. If you
have received this in error, please contact the sender by reply email and then delete this email from your system.
Any views or opinions expressed within this email are solely those of the sender, unless otherwise specifically
stated.
POST OFFICE LIMITED is registered in England and Wales no 2154540, Registered Office: Finsbury Dials,
20 Finsbury Street, London EC2Y 9AQ.
<8SAEEAAR ERAS AERA RARER AERA ASE ER EARS EERE EERE
“Post Office Limited is committed to protecting your privacy. Information about how we do this can be found
on our website at www.postoffice.co.uk/privacy”
17
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act
7_—_—_
®
Mrs Janice Lilian Watson
Yarm Post Office
Unit S
Fairfax Court
Yarm
TS15 9QZ
www.postoffice.co.uk
SUBJECT: Incorrect recording of Mail Items in Smartpost — Pay Recovery
Date 14” July 2008 We - ReF AAFAGQG
Dear Mrs Watson 1F} BAe er % Appesk
Following an audit of your entries into Smartpost it has come to our
attention that a number of transactions have been entered in error. This has
% resulted in you being overpaid.
The revised pay arrangements for mails introduced in October split the
payment between acceptance and revenue collection (label sale). The
considerable sum for acceptance (e.g. 1st class item = 15p) was based around
the correct individual acceptance of specific items through Smartpost,
namely:
© Only Items above the first weight step requiring individual weighing
and checking
© Allpackets
© Others services as specified
It should be clear when the acceptance of an item does not warrant this
substantial payment. Only mail that you are handling on an individual basis
through Smartpost should attract a payment and in any event only mail
above first weight step (100g for Inland and 20g for International).
To reiterate, no Letters, Large Letters below 100g, International Letters or
Postcards below 20g should ever be sold in Smartpost. Stamps should always
be provided for these types of transactions. The only exception would be
Post fice Ltd Registered in England and Wakes na 2154540, Registered office: 80- BE Oid Steet, London, ECIV ON,
Post Office and the Post Office symbol are registered trade marks of Post Office Ltd,
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/ “yaa
BA
<7
where an additional service is provided (e.g. Recorded Delivery, Special
Delivery, etc) in which case you must use Smartpost.
On this occasion and in order to resolve this matter quickly Post Office Ltd
{POL} will ony recover payments made for items entered in Smartpost below
first weight step (acceptance payrnents for Recorded Delivery items are not
included in these recovery sums) and large bulk entries above first weight
step.
The table below lists the volumes of items in question and summarises the
sum that POL will be recovering:
Porlod IManthidue [Downloaded “{Disallowed’ Due
6 loct 100451
7__jNov 11798
8__ Dec.
9 — Man 12807
10, Keb
44 IMar 10479,
12. le. 11084]
4 May. 14285)
2. une 4
Period due ied.“ IDisz
7__ [Nov 860
9 Nan 1475) mw 1474 3478, 5) 0.
10 fo x 584 Par) 587} 4] 0.23) XY
11 IMer 584 581] 2.9
12 _ pr To cr OZ 4 437
1 ae: OZ 5.06
F 1A S14 525, 1: 2.76
I } Y10589.67}
thave enclosed a complete list of ail incorrectly entered rnails items used to
derive the surn overpaid and now requiring recovery. Each spreadsheet is
clearly marked with the period it refers to. The Minus figure at the end of g gg I
each spreadsheet refers to the Recorded Delivery items which have been:
honoured. —
twould also like to point out that we will seek a recovery onany monies for
‘nanrract entries you may make. I would urge you to ensure you
19
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and your staff follow the correct procedures as we will continue to monitor
your branch - along with all others - for any non-compliant activity.
Please contact me within 2 weeks of the date of this letter so that we can
agree a payback period. [ will aiso be glad to answer any questions you may
have.
Yours sincerely
Stefania Ulgiati
Remuneration & Contract Advisor
Post Office Ltd
Remuneration & Contract Team
80 Old Street
LONDON
ECIV ONN
20
POL-BSFF-WITN-017-0038623_0228
Message
POL00448632
POL00448632
From:
Sent
To:
Subject:
Attachments:
Janice Watson!
47/04/2021.1
historicaishortfalischemé___
000190 Janice £ Watson Yarms Post Office
ter 18.07.08. pdf
21
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Tab 7.4 Supporting Documents Bundle
Mrs Janice Lilian Watson
Yarm Post Office
Unit S
Fairfax Court www.postoffice.co.uk
Yarm
TS15 9QZ
SUBJECT: Incorrect recording of Mail Items in Smartpost — Pay Recovery
Date 18" July 2008
Dear Mrs Watson,
Thank you for contacting me.
As agreed we will be recovering the overpayments over a period of 2 months
starting with your July pay.
The table below lists the volumes of items in question and summarises the
sum that POL will be recovering:
Inkand Malls Acceptance
Month BY 7 ns é:
Period } dua Downloaded I Disallowed I Due [Paid I Owes I Value
& Oct 10045, 7486 I 2559 I 10045 I_7486 I 1122.9 I
7 Nov. 11798 8065 I 3733 _] 11798 I 8065 I 1209.75
8 Dec 9003 5481 I 3522} 9003} 5481} 822.15
9 Jan 42807 8270 I 4537_} 12807 I_8270I 1240.5
( 7 10 Feb 9336 5337_j 3999 I_ 9336 I 5337 } 800.55.
bil Mar 10479 6771_I 3708 I 10479 I _6771 I 1015.65
12 Agr 11081 7840 _} 3241 I 11081 I 7840 4176
1 May 14285, 10695 I 3590 I 14285 I 10695 I 1604.25
8991.75
Pont Office Lid Registered in England and Wakes no: 2154540. Registered otfice: 80-86 OM Stieet, London, ECIV ON.
‘Pont Olfice ard the Post Office symbob are eegistered trace marks of Post Oifice Lid
Font Otfice Lids an appointed representative of The Govemex ang Company ofthe Bank of keiand wich s authored by the lsh Financial Requttor anc the Financial Seneces Authaiy.
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If you have any questions please do not hesitate to contact me.
Yours sincerely
Stefania Uigiati
-Remuneration.& Contract Advisor
Post Office Ltd
Remuneration & Contract Team
80 Oid Street
LONDON
ECIV 9NN 7.4
Telephone:
23
POL-BSFF-WITN-017-0038623_0231
Yarm Post Office
5 Fairfax Court
Yarm
TS15 9QZ
Mr Andy Carpenter
Contracts Manager
Post Office Ltd
The Market Crown Office
6-16 New York Street
Leeds
182 70Z
dune 14, 2010
SUBJECT: Yarm Post Office FAD 2413272
Dear Andy,
Finally got some time to prepare the enclosed for your review as requested,
I would like to take this opportunity to thank you for your call which
provided some assurance that my time.and efforts here at Yarm Post Office
were not always constantly assessed, generating negative feedback.
Reading and preparing the encloséd papers, combined with recent customer
abuse received only on Friday 14 June, 2010, regarding differing Bureau
Euro rates across branches, my decision that my time with Post Office Ltd in
my present position as Subpostmaster needs to draw to a close has been
fortified. Please see Helpdesk Call Ref: H167761403, Billingham Crown
Office v. Yarm Post Office - Euro Rate.
With regret Andy, I cannot accept your offer to have Sales Managers or Area
Managers come into my branch to offer sales coaching to boost my
remuneration. This is due to the fact that still at present, Post Office Ltd
endorses business practices which damage and reduce my potential
remuneration’on a daily basis.
When joining Post Office Ltd, I was proud to be associated with and a part
of “The People’s Post Office”, confident that all Post Offices operated
under the same corporate umbrella, we were all one, is that not the idea of
a ‘branch’ network? I am truly not comfortable with the way the Company
chooses to conduct business at present. I understand market strategies, the
need to embrace change, as well as the differences in markets in localities.
However, the people making these decisions concerning preferential Bureau
rates to offices not achieving targets must be made aware of the
detrimental and difficult situation they are creating in offices such as Yarm.
In addition, this strategy often creates a health and safety issue at the
counter interface; on several occasions I have experienced both racism and
threatening abuse as a result.
24
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lam extremely passionate about my role here at Yarm, always striving to
run Yarm Post Office to optimise its potential, both for Post Office Ltd and
my local community. Meeting customers’ needs, maintaining minimum
standards, introducing conversational selling and mail integrity are alt part
of our daily business methods. We are not officially part of any ‘Step
Programme’, but this does not mean we do not set our own goals, targets
and personal ambitions we seek to maintain.
With regards to selling Andy, your advice was to make my decision for the
right reason, I think I have. My position at Yarm has become extremely
stressful and I now need to sell my business, resigning from my current
position with Post Office Ltd. Paula Vennels, Network Director, writes in
her Agents Support Charter, “[We] play a big part in delivering a consistent
Post Office” and that Post Office Ltd will “treat you with respect and
provide you with a timely response”, claims and commitments which all
appear debateable concerning the issues I have faced in my current position
aver the past two years.
Therefore, as of August 31, 2010, upon my financial year-end, I will be
requesting my accountant to prepare my annual accounts as soon as
possible, with a view of placing Yarm Post Office up for sale. Your offer to
assist in my decision to selt would be greatly appreciated.
Obviously, this time, I will not be resigning until my new prospective
purchaser has successfully attended an interview and presented his business
proposition to Post Office Ltd. I understand from an article in ‘Subspace’,
that the Post Office have launched a new recruitment procedure designed
to be more commercially-focused and to improve communication for
everyone. I hope these improvements will be apparent in my next attempt
to sell my business.
As mentioned to you on the telephone, ironically, I lost my last sale due to
failings and negligence in the recruitment process, as the HR department
discussed my sales performance directly with my prospective purchaser,
failing to advise correctly that my footfall was expected to experience a
gain from an office closure one mile away.
However, that does not surprise me as nobody I contacted at Post Office Ltd
appeared to be aware of the office closure either. No preparation and no
assistance whatsoever was offered to ease the transitional period or to
accommodate the additional footfall which just arrived at my door on the
7* December 2008.
As a result, this does leave me with a worry at present. My business, staff-
wise, is in an excellent position to sell. Due to staff retirement, I run Yarm
Post Office with my two very-well experienced part-time staff, myself, and
currently my holiday relief. I would be grateful to receive confirmation on
the plans for Stainton Post Office, as the current Subpostmaster plans to
retire and the local press mentions plans for the closure of the present Post
Office.
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Due to my personal plans in August, I would preferably not have to re-hire,
but if needs must it would be necessary to make plans for my footfall to
increase again, once Stainton closes. Coulby Newham Post Office would be
another alternative for Stainton residents, also advised in the local press,
undergoing re-opening after a period of closure.
I look forward to receiving your comments.
26
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Tab 7.4 Support
Customer Service Centre
ad PO Box 740
Brampton
BARNSLEY
$73 03
or hard of hearing) C
2) Email customercarel”
Your Ref:
Our Ref: 1-4252425810
7 December 2009
Dear Mr Randaii,
Thank you for your letter for the attention of the Mr Alan Cook, Chairman of the Royal Maif
Group.
As previously explained in my correspondence to you on the 30 November as the Travel Money
Co-ordinator for Post Office Limited your details have been passed to me for reply. I am now in
a position to answer your question regarding why ali Post Offices do not offer the same rate of
exchange.
From time to time Post Office Limited carries out foreign currency pricing trials and initiatives in
certain areas to judge the impact of different pricing strategies, The results of these trials then
provide us with the evidence that we need to decide our pricing strategy nationally.
I can confirm that Thornaby Post Office is currently taking part in one of these initiatives and
that is why the rate was different to the rate available in Yarm Post Office. Our rates of
exchange in branches are always clearly displayed either on a rateboard, through an in branch
poster or customers can ask for a printed quote to hein them make an informed decision.
I do hope the above information has helped clarify the issue that you have raised and I would
like to assure you that your continued custom is valued.
www. pastoffice.co.uk
10 148 OW Street, London. EC
CORG Mesting
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if you are unhappy with this response you can ask for a review of your complaint under our
appeals procedure. Should you wish to take this action please contact our appeals team giving
your reasons, together with any further evidence you have to support your appeal, at the
address below:
Post Office Appeais
Freepost
PQ BOX 740.
Barnsley
$73 O23.
If you are still unhappy after our appeal response you may then contact the Financial
Ombudsman Service,
Once again please accept my apolagies for any concern that may have been caused ard I do
hope that you will have no further cause for concern.
ff you need any further help or information about Post Office products and services please visit
our website www.postoffice.co.uk. Alternatively you can calf between 8:15am
and 6pm Monday to Friday and 8:30am to 2pm on Saturday.
Yours sincerely
Lisa Cawthorne
Travel Money Co-ordinator
If you have difficulty reading this letter, it is available in a different format
free of charge by telephoning!
Ta help us itngrove the sennce we provide. an indapendent agency conducts telephane interviews with a sample of customers whe
have ased our delphne each manth. Av teedback is welcomed and used to further improve the service ff you prefer not to Be
contacted please cal __} within sever: days of the date of this fener and quote the reference from the top of this ietler
28
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29
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PJ Randall
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Contracts Adviser
Area Contracts
The Markets D.M.B.
6-16 New York Street
Leeds
LS2 7DZ
31 JUL 2008
Pos Office i ECENVE
29" July 2008
SUBJECT: Yarm Post Office FAD: 2413272
Proposed Sale/ Resignation
Pay Recovery — Incorrect Recording of Mail in Horizon SmartPost
Dear Brian,
Due to certain events in my office over this past week, I write to you to update my file
with Post Office Ltd.
I was informed GRO. itherefore, I should
direct my letter to you.
Background information is, basically, that my office was up for sale, under offer and
the applicant was completing the selection procedure online. Unfortunately, during
this last week, I have received my letter regarding Pay Recovery — SmartPost,
please see letters attached.
To the best of my ability I have tried to resolve this issue between the Audit Team and
my office. The error arising due to the directive and training given from
Post Office Ltd representative and backed by the Federation.
In my case, I was instructed to enter mail in this way, in such large quantities, by
Suzanne Richardson, Business Development Manager, and Federation
Representative, Sue Edgar. Sue Edgar was advised by another Federation
Representative from the North-West Area, who has apparently since resigned.
The saga thickens, after receiving another call from the Federation on
Saturday 26" J july 2008. I was advised that a letter regarding the SmartPost recovery
had been received from a Federation Executive in Lancaster, informing that the
Federation thought that the situation was not correct in the sense of training given,
and now the recall of funds. Also, the letter stated that Post Office Ltd were aware of
the error since January 2008. A legal procedure was indicated, and recovery of funds
a possibility.
Second issue — email from Karen Halliwell to my prospective purchaser,
Mr Roy Lewis, Friday 18" July, 2008. This correspondence advised Mr Lewis that
my Office Remuneration would change — no copy to my Business Development
Manager or myself. This email has resulted in me losing my sale for this office.
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ieee am —
If you require more clarification with regard_to.this email, kindly contact Sarah
Laithwaite, Team Leader HR Dept. T GRO Ref: 2478162.
Following my telecon with Sarah discussing my disappointment and concerns, Sarah
called a meeting on Tuesday 22™ July with Karen Halliwell and other staff, to discuss
and establish a procedure on how to inform future applicants, with regards to
remuneration changes. This was too late for my sale, but hopefully, with a little bit of
“Duty of Care” and Data Protection applied, it will avoid unnecessary grief for
Postmasters in a similar situation.
I was absolutely delighted this error was rectified prior to any new Postmaster taking
over. Eventually, when my correspondence with the Audit Team was complete, if Mr
Lewis needed to be informed at the request of Post Office Ltd, I would have totally
agreed. Maybe at the time of receiving his completed Application would have been, I
think, a more suitable time, and with a reassurance that this is a one off case, as a
result of an error caused by inadequate training given.
At my request, Sarah kindly agreed to call Mr Lewis on my behalf, and explain the
reason for the email, agreeing that sending the email, as it was sent by Karen, was not
the correct way or the most professional way of handling this matter.
Third issue — I have recently, in preparation for my sale, instructed my accountant to
prepare my last eight months trading accounts at a cost of £1000. The remuneration
invoices used included the mail overpayment. To date, I have never checked my
monthly statement and had total faith in Post Office Ltd calculating procedures.
Therefore, I cannot believe that Post Office Ltd has allowed this error to continue
since August 2007. Mr Lewis also found this another reason to pull out of the sale.
Next I need to raise the point of my resignation, which is due to expire on August
14", 2008. Obviously, due to the above events, I no longer have a sale at this moment
in time. Kindly withdraw my resignation and confirm the same in writing.
Finally, as an observation, this whole issue and its contents are related to the
Remuneration/Sale and the SmartPost error. A Post Office Ltd colleague thought the
SmartPost error affected my remuneration and made a decision to inform my buyer.
Question — Due to a lot of local competition and branches struggling, another Post
Office Ltd colleague made a decision to run a special trial rate on Euros of 1.23 to
thirty offices 10 commercial, 10 post offices within WHSmiths and 10 main offices,
1.19 to all others offices. Surely this is going to affect my remuneration to? Would
Post Office Ltd also email prospective buyers each and every time a business decision
is made, which may affect the office remuneration?
Afier checking with my Sales Agent, Remuneration for Yarm Post Office at £105,000
or £96,000 did not affect the asking price. With regards to the buyers balance report,
I purchased this Post Office on the previous three years of financial statements, not up
to the minute figures. The remuneration in today’s economic market can go up or
down at any time. Working through the recent closure programme and publicity
received, it is the job of the Postmaster to work at his/her remuneration, with no
guarantees, preferably with the support of Post Office Ltd, to achieve maximum sales
activity and work towards achieving targets.
32
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I look forward to receiving your comments and a meeting convenient to you, if
applicable.
Thank you,
Yours faithful
Postmistress
Yarm Post Office
CC: Mr. G. Hopper
Baines Jewitt Chartered Accountants
Mrs. A. Goncalves
Merritt & Co. Solicitors
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Date; 15-Ju1-2008
tle: seart post change
Front Post Office Ltd
WBS 204 - suart post change - Tuesday 15 July
2008
Ms have experienced sone problens regarding the
reconciliation of bulk entries of m
Snart vests Sous orvore have scverred @um'ts
clerks snadvertently inputting
To address this problen. fron today. the
acinus nt itens that can be’ processed
ta'eech session esieg' tbe suastity lear i.
If you try to 3S nave than 20, 8 aessage
Screen vil) display which resets the nuaber
back to 20. This means that if you require to
process nore than 20 iteas for the sau
‘ustoner in seart post you vill need
then in lots of
Additionally please continue to ensure that a1]
valid itens recorded through suart post are
process:
checked individually as noraal. Refer to your
Operations Nanual. Inland and international
nail services booklets for details.
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e
Mrs Janice Lilian Watson
Yarm Post Office
Unit S
Fairfax Court Recewen iz ‘www postoffice.co.uk
Yarm
TS15 9QZ
SUBJECT: Incorrect recording of Mail Items in Smartpost — Pay Recovery
Date 14” July 2008 he — ReF 2444929
Dear Mrs Watson 1F} yb ATO oe > Apraak
£ AsSco
Following an audit of your entries into Smartpost it has come to our
attention that a number of transactions have been entered in error. This has
resulted in you being overpaid.
The revised pay arrangements for mails introduced in October split the
‘ payment between acceptance and revenue collection (label sale). The
considerable sum for acceptance (eg. Ist de g. 1st dass item = 15p) was based around
the correct individual acceptance of specific items through Smartpost,
namely:
© Only Items above the first weight step requiring individual weighing
and checking
© Allpackets
© Others services as specified
It should be clear when the acceptance of an itern does not warrant this
substantial payment. Only mail that you are handling on an individual basis
through Smartpost should attract a payment and in any event only mail
above first weight step (100g for Inland and 20g for International).
To reiterate, no Letters, Large Letters below 100g, International Letters or
Postcards below 20g should ever be sold in Smartpost. Stamps should always I
be provided for these types of transactions. The only exception would be
Post Office Lud Registered in Engin and Woles no. 2154540, Registesed fice 80 86 Od Street, London, ECIV OA.
Post Office and the Post Oiice igbolaresegstered ace marks of Post Offic Lid.
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Page 2of 3 a
a wD
gos
where an additional service is provided (e.g. Recorded Delivery, Special
Delivery, etc) in which case you must use Smartpost.
On this occasion and in order to resolve this matter quickly Post Office Ltd
(POL) will only recover payments made for items entered in Smartpost below
first weight step (acceptance payments for Recorded Delivery items are not
induded in these recovery sums) and large bulk entries above first weight
step.
‘The table below lists the volumes of iterns in question and summarises the
‘sum that POL will be recovering:
6 [Oct 1 7436
7_INov 11798] 8065)
8 [Dec 9003] 5481
3 Lan 42807I 8270)
10__IFeb 9336 53371
11 IMar 40479 Gaal
12 Ape 410831) 7840)
1_IMay 14285) 40695)
2 bune: 13566] 40547]
7 _INov 660) E
9 Nan «1479 a 4
10 IFeb = S81 1
11 IMar 581 E
12 Tape 730) 19
1 72a 2
2 S29) 12
Ihave endosed a complete list of all incorrectly entered mails items used to
derive the sum overpaid and now requiring recovery. Each spreadsheet is
dearly marked with the period it refers to. The Minus figure at the end of 994 7
each spreadsheet refers to the Recorded Delivery items which have been
honoured.
I would also like to point out that we will seek a recovery on any monies for
* Soonrrart entries uou may make. I would urge you to ensure you
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a
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Page 3 of 3
and your staff follow the correct procedures as we will continue to monitor
your branch - along with all others - for any non-compliant activity.
Please contact me within 2 weeks of the date of this letter so that we can
agree a payback period. I will also be glad to answer any questions you may
have.
Yours sincerely
Stefania Ulgiati
Remuneration & Contract Advisor
Post Office Ltd
Remuneration & Contract Team
80 Old Street
LONDON
ECIV 9NN
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Mrs Janice Lilian Watson
Yarm Post Office
Unit S
Fairfax Court
Yarm
TS15 90Z
POL00448632
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www.postoffice.co.uk
SUBJECT: Incorrect recording of Mail Items in Smartpost — Pay Recovery
Date 18” July 2008
Dear Mrs Watson,
Thank you for contacting me.
As agreed we will be recovering the overpayments over a period of 2 months
starting with your July pay.
The table below lists the volumes of items in question and summarises the
sum that POL will be recovering:
Inland Mails Acceptance
Period I due Downloaded I Disallowed I Due I Paid I Owes I Value
6 Oct 10045 7486 I 2559 I 10045 I _7486 I 1122.9
Z Nov 11798 8065 I 3733 I 11798 I 8065 I 1209.75
8 Dec 9003 5481 I 3522 I 9003] 5481I 822.15
9 Jan 12807 8270 I 4537 I 12807 I_ 8270} 1240.5
10 Feb 9336, 5337 I 3999 I 9336I 5337] 800.55
441 Mar 10479 6771 I 3708 I 10479 I_6771 I 1015.65
12 Apr 11061 7840 I 3241 I 11081 I 7840 4176
1 May 14285 10695 I 3590 I 14285 I 10695 I 1604.25
8991.75
ot Office tnd Regs in Engle and Waes no 2154840 Raptors fice 80-86 O14 Steet. London, ECIV SHIN
Fost Office and the Post Office symbol are regsteved ade marks of Post Ofc Lid
as aa no aa seamen rsh rs i eel ws wear oecbe er
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If you have any questions please do not hesitate to contact me.
Yours sincerely
Stefania Ulgiati
Remuneration & Contract Advisor
Post Office Ltd
Remuneration & Contract Team
80 Old Street
LONDON
ECIV 9NN
Telephone!
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18840 6bz
Claim Review Team Request
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jawnoog Bumioddng p*2 qeL
2
a
®
Error
Name Of Branch Reason Notice Additional comments or data
Date I Agent FAD Name I StartDate I EndDate I For leaving I Requests I Compensation I Remuneration I needed
04-
06- I 000190_Janice More than one branch appointment?
20 I L Watson 241327 I Yarm Yes Yes Yes Yes Yes And HR Assistants check please.
Payr.area [01] Agent Monthly
Contract Single Agent M4
Voluntary
-I- -I[- 16.08.2002 I 05.03.2012 I resignation HR assistants below
FAD Code6 (Bra... Branch Assistant... National Insuran... First Name 4 Surname Type Start Date End Date Horizon ID
241327 Yarm ‘ALISON SIGSWORTH General 12/1/2008 Asi0O1
241327 Yarm CLAIRE WHITE 12/8/2016 CWHOO1
241327 Yarm HAZEL ANDERSON 12/3/2018
241327 Yarm JACKIE LOWERY General 6/12/2000 3.0003
241327 Yarm JOANNE LARDER General 4/2018
241327 Yarm KENDRA VINE } General
281327 Yarm TIFFANY MARKL
241327 Yarm VALERIE COPELAND General 11/23/2012 vcooo1
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Remuneration:
1090S1/Mrs Janice Lilian Watson 7101] Total gross 0.00 201012] 01] 201012
1090S1/Mrs Janice Lilian Watson /101ITotal gross 0.00 201101] 01] 201103
109081IMrs Janice Lilian Watson 7101] Total gross 0.00 201102] 01] 201102
109081/Mrs Janice Lilian Watson 7101] Total gross 0.00 201103] 01] 201103
109051/Mrs Janice Lilian Watson /101I Total gross 0.00 201104] 01] 201104
109081/Mrs Janice Lilian Watson 7101] Total gross 0.00 GRO I222225I22I222225
1090S1/Mrs Janice Lilian Watson 7101] Total gross 0.00 201106] 01] 201106
1090S1/Mrs Janice Lilian Watson /101ITotal gross 0.00 201107] 01] 201107
109051/Mrs Janice Lilian Watson 7101] Total gross 0.00 201108] 01] 201108
109081/Mrs Janice Lilian Watson /101ITetal gross 0.00 201109] 01] 201109
109081/Mrs Janice Lilian Watson 7101] Total gross 0.00 201110] 01] 201110
109051/Mrs Janice Lilian Watson 7101] Total gross 0.00 201111] 01] 201113
41
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Supporti
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Telephone conversation with Jan
2 June 2010 - 18.50 to 20.05
Call arranged due to Jan not wanting branch visits by Vicky Hughes.
Many issues raised by Jan that have not been addressed previously, bullet points
below expand on detail;
© Perception of losing a sale of the branch due to actions of a previous BOM who
had instructed wrongly how to account for mail resulting in a £8k claw back
Considering putting on market in August ‘10
Last 2 years having to compete with WH Smith and another PO offering
preferential rates on BDC
® The above resulting in a lost £9k sale and perception of customer being Jan not
wanting the business
Above resulted in customers writing to Alan Cook
Worked well with Rachael Oysten but not so well with Suzanne Richardson due
to differing styles.
Has no problem with change
Feels that the pressure on the counter is unbelievable
Has had letters from RM re a parcel being incorrectly sent overseas and
segregation issues but works extremely hard to comply in these areas
Referred to Rachael walking out of a meeting in tears as she was under so
much pressure to achieve targets
*® Doesn't bear grudges with people
Has had same staff for 8 years and has a real sense of duty of care for them
Disappointed that sales reports were received throughout the year but final
year end reports not received [due to RO moving on]
* Vicky arrived at funch time which is a very difficult time to discuss issues as on
counter
Prefer no cails between 12 -2pm
* Call w/e 14 June to arrange visit
.
oe
.
ae
°
Summary
Jan was very positive about growing the business and wants what is best for her
staff and the branch, she feels let down by previous line managers as none of
her concerns have been dealt with by a contracts manager when she had been
assured they had been passed on, This clearly had not happened.
Andy gave his telephone number and office address details and stated he was
available at any time jan wished to talk; it was agreed that Vicky could make
contact to arrange a visit and Jan would do her best to work together with
Vicky; Andy asked Jan to send details of any unresolved issues to him at the
Leeds address; Andy prompted Jan to contact him should she decide to sell as
he would guide her through the process;
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Message
From: claimreviewteam [/O=EXCHANGELABS/OU=EXCHANGE ADMINISTRATIVE GROUP
(FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=CC58A1AGE8A04E40B17649E4EAB78AAG-CLAIMREVIEW]
Sent: 17/02/2021 14:41:09
To: karen derbe1 [/o=ExchangeLabs/ou=Exchange Administrative Group
(FYDIBOHF23SPDLT)/cn=Recipients/cn=eaSd978af402470fb2147dS8e73401bf-karen derbe]
Subject: FW: DFR/Remuneration Information
Hi Karen,
Update from Stew below ©)
Regards
Dean
Dean Morris
Claim Review Advisor
1st Floor Admin Room
Ty Brwydran
Atlantic Close
WE'RE STRONGER TOGETHER Llansamlet, Swansea, SA7 9F}
From: Stewart Barclay}
Sent: 17 February 2021 14:35
To: claimreviewteam_.
Subject: RE: DFR/Remuneration Information
Hi Karen
T'll have no nails or lapels left if I carry on finding things as hard as these!
See below where you can see that for April, May and June the numbers for this product
were over 10k each month.
This was corrected by way of two negative entries one in July and one in August
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q
=
el AK Scale Monthly C21 Agent
BS Integration: defautt posi Yarm PO
Werther _[oi.ci.1e00) wm [i735 sty. fete
~~ I__I Waw [Wage type long text [Date ‘rey 1\Number unt.
1618 Infend Item 1009+ 31.12.2008 2,754.00 GBP 0.00 0+
] 1618 Inland Item 1009+ 30.11.2008 2,868.00 GBP 0.00 ke
~~ I I1618 Innd Item 1009+ 31.10.2008 2,695.00 GBP 0.00
1618 Inknd Item 1009+ 30.06.2008
1618 Intend Item 1009+ 31.05.2008
1618 Inland Item 1009+ 30.04.2008
2,240.00 GBP
2,585.00 GBP
13,566.00 GBP 0.00
"14,285.0068P 0.00
11,081.00 GBP 0.00
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‘AK Scale Monthly C21 Agent
oz Integration: defaut pos Yam PO
I Wage type [242e] intnd mem 1009+
[I tumber/une: f 0.00f : 7
I tate of ron [38.08.2008]
for)
Text message for both states:
WHOS BS aa BS
I
recovery of overpayment that spmr wanted recovering over 2 months
So, they entered negative traffic/products in there totalling 59945 (29973 and 29972) at
15p each = £8991.75 over the two months of July and August 2008.
The main reason for correcting things this way is that when it all works out, the correct
numbers of products are held in the records, from remuneration all the way to product
manager reporting and Finance.
You wouldn't normally find things like this as “DFRs”.
Cheers
Stew
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Stewart Barclay
Postmaster Contracts Policy Advisor
Agents Development and Remuneration Team
7 Firmstone Street
Wollaston, Stourbridge
West Midlands
bys 4NT
‘WE'RE STRONGER TOGETHER Mobile number_
Advance warning of leave. I shall be off between 24/02/21 and 01/03/21 inclusive.
Confidential Information:
This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any
unauthorised review, use, disclosure or distribution is prohibited. If you are not the intended recipient please contact me by reply
email and destroy all copies of the original message.
From: claimreviewteam
Sent: 17 February 2021 10:01
To: Stewart Barclay
Subject: DFR/Remuneration Information
Hi Stew.
1am hoping you can help please.
1am ona case Yarm 241327 — Janice L Watson 16/08/2002-05/03/2012.
It would seem in documents I found on the Cloud that in 2008 she been incorrectly recording Mail Items in Smartpost
and received a letter to recover £8991.75.
On 18/07/2008 she had a letter stating she had agreed to repay this amount over 2 months starting July 2008 pay.
Are you able to check whether approx. £4500.00 was repaid in 2 monthly instalments around this time.
Many Thanks
Karen
Claim Review Team
Post Office Ltd
Confidential Information: This e-mail message is for the sole use of the intended recipient (s)
‘and may contain confidential and privileged information. Any unauthorised review, use, disclosure
or distribution is prohibited. If you are not the intended recipient, please contact me by reply e-mail
and destroy all copies of the original message
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Gael
recovery of overpayment that spmr wanted recovering over 2 months
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Markets Branch Office
6/16 New York Streat
Confidential
Mrs Jan Watson
Yarm Post Office
5 Fairfax Court
Yarm
FS15 9QZ
28 June 2030
Dear jan
Thank you for your letter dated 14 June 2010.
iam sorry to hear that you feel the need to draw to a close your career as a Subpostmistress,
but as promised, please feel free to give me a cail at any time for advice on the resignation /
recruitment process,
With regards to your comments on Area Sales Manager visits, as I mentioned during our
telephone conversation on the evening of 2 June 2010 not admitting Post Office personnel into
Yarm branch is an issue, As a Subpostmistress you have a contract for services with Post Office
Ltd who reserve the right to ensure a Post Office branch is operated in the prescribed manner,
the role of the Area Sales Manager being to focus specifically on sales.
The introduction of Area Sales Managers is a positive step to help both Subpostmasters and
Post Office Ltd maximise sales potential, with branches such as Yarm being seen as pivotal to
the success of Post Office Ltd. You state in your letter that you are ‘passionate about your role
and strive to optimise potential’, your Area Sales Manager [Vicky Hughes} main objective is to
help you achieve that same goal.
fam unable to change the events you refer to in the past or indeed change Post Office Ltd
marketing strategies, I can however offer you my support going forward and assure you that
Vicky Hughes will work with you to drive Yarm branch forward, something that will clearly be a
positive for any potential applicant for the role of Subpostmaster. I have therefore asked Vicky
to contact you and arrange to visit Yarm branch.
With regards to your questions on surrounding branches, the situation at Stainton is that the
branch is due to close on 30 June 2010; our Agency Network Change team are however looking
for alternative provision of service in the area. An appointment has been made in Coulby
Newham but a date has not been set for the opening.
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Whilst I appreciate this response is not what you wished with regards to the Area Sales Manager
visits, I am sure you will understand and adopt a professional approach. Please feel free to give
me acall at any time for help or advice.
Yours sincerely,
Andy Carpenter,
-Agents.Contracts Manager
[GRO }
cc: Vicky Hughes, Area Sales Manager
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Post Offices smart post
Table of contents
Introduction International items: 10
Horizon icon for smart post Country Hot Keys screen 10
Posting a UK item Destination Search screen 11
The Options screen Primary Services screen 11
The Weight Input screen Final Mails screen 11
The Primary Services screen International mail, additional services 12
The Final Mails screen Urgent, valuable or signature required? 12
Printing a postage label Primary Services screen 12
Do you wish to print a postage label?
Insert label
Final Mails screen
© © © OL BAN NDA AH UH Ur ea wWnNN
Did the label print OK? Primary Services screen 14
Mail Item receipt Final Mails screen 14
Certificate of Posting Other services 15
Urgent or valuable UK items Inland Articles for the Blind 15
The Special Delivery Value Input screen. International Articles for the Blind 15
The Final Mails screen Inland Standard Parcel with
Heavy, urgent or valuable UK items Enhanced Compensation
accounting for the fee 15
Select Region screen 5
= Other options and functionality 15
Express Parcels Primary Services screen —
Prepaid functionality 15
Final Mails screen
Partly prepaid items 15
Express Parcels documentation rs =
Underpaid overseas items 16
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Other options and functionality (cont’d)
Quantity functionality 16
Rejecting postage labels within a multiple
label transaction session 16
Changing your selections 17
Help facility - Bubble Help 7
Help facility - country informtion iy
Help Index ~ Jump to Countries 18
Countries Index 18
Country information 18
Help facility - information about products
and services 19 Please note: Roll-out of smart post will be phased. The
idexoF prodaceand sowtcs 19 _I 92lve'date for your branchis 7 August 2003.
— Please read this Workaid and keep it in a safe place
Product information 19
ready for your launch date.
Product Q and As 20
Introduction
Post Office® smart post supports all the mails products and services we offer, including HM Forces mail
It works by asking you to specify your customer's needs on the system at the start of each transaction. You are then
prompted to enter additional information in a logical sequence. Smart post displays icons of the products and services that
meet the customer's requirements, and will only allow you to ‘sell’ services that are available to the destination country.
When transacting mails services using the current system, you need a high level of knowledge to complete the
transactions correctly, Smart post reduces the need for you to use additional reference materials when serving your
customers, as product and country information is built into the help function on the system.
This means you will be able to:
- carry out your transactions accurately at all times (business rules and procedures such as weight and insurance limits
will be defined by the system, and information will be kept up to date)
~ offer customers a choice of services that meet their requirements, offering only those that are available to the
destination country,
Horizon icon for smart post
Fall-back
Please note: For a period of time, the
‘smart post’ icon (F9) on the Serve ‘Scales’ icon will still be accessible for
Customer screen (where the ‘Scales’ fall back purposes. From the Serve
icon was previously positioned) smart post Customer screen, select:
~ Other Products (F13)
Scales (F9)
To use smart post, touch the new
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Using smart post
In this Workaid we will work through some examples of mails transactions completed using smart post, to introduce you
to the main smart post screens on Horizon.
We willalso look at the Help function, which you can use while you are within smart post to find information about
products and services, You can also look up specific country information, such as lists of prohibitions and restrictions,
Remember, you must always follow any Horizon on-screen prompts.
Posting a UK item
To introduce you to the main screens, the first example we will use is a mail item weighing 650g, with no special
requirements, posted to a destination in the UK.
With the item on the weighing scales, from the Serve Customer screen:
m Select ‘smart post’ (F9)
‘When you select the smart post (F9) icon to begin any mails transaction the ‘Options’ screen (below) will be displayed.
You will see 3 icons, that will prompt you to ask the following 3 questions to determine your customer's requirements.
@ sit Urgent (F1)?- the next screen will display services
that offer a guaranteed delivery time, such as Special
Delivery and Parcelforce Express services.
@ sit High Value (F2)? - the next screen will display
services that offer more than £28* compensation,
such as Special Delivery, Enhanced Compensation,
and Parcelforce Express services. (*Increased from £27
to £28 from 8 May, as part of Royal Mail tariff change)
C3] Does it need to be Signed For (F3)? - the next screen
will display services where a signature is collected on
delivery, such as 1st and 2nd class with Recorded
(Signed For) as an ‘additional’ service, Special Delivery,
or Parcelforce Express services.
The Options screen
If the customer answers ‘yes’ to any of the questions,
‘touch the appropriate icon(s).
@ When you select an option by touching the icon, a
green outline will appear around it (see illustration
opposite).
To deselect an option, touch the same icon again and the
green outline will disappear.
You may select as many options as you wish, or none if the customer has no special requirements. Smart post acts as a
‘filter’, and will select and display the services that meet these requirements.
@ Ifthe customer says that the item is not urgent or valuable, and a signature is not required, touch Continue (F16) to
continue the transaction.
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The Weight Input screen
@ tf your scales are not linked to Horizon the Weight
Input screen will appear, and you will need to input
the weight of the item in grammes, The ‘UK Primary
Services’ screen will then appear.
If your scales are linked to Horizon, and an item has been
placed on the scales, you will bypass the Weight Input screen
and the ‘UK Primary Services’ screen will appear immediately.
(The ‘Primary’ services are all the main services that meet
the requirements identified at the Options screen.
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Any ‘additional’ services such as Recorded and Enhanced Compensation will appear at the Final Mails screen as
appropriate).
The Primary Services screen
The Primary Services screen will display a choice of services
that are available for an itern of this weight, that meet the
requirements you highlighted on the ‘Options’ screen (Urgent,
High Value, Signed For)
Remember that if you do not choose any ‘options’ the
services will not be ‘filtered’ for you and you will see all the
service icons illustrated here.
@ Offer the customer a choice of services and touch the
appropriate icon to continue. In the following example we
have selected 1st class (F6).
There are a number of additional icons on the Primary Services screen.
Geach ‘the Quantity icon if a
customer is posting a number
of items of the same weight
to the same destination by
the same service.
e postage cost for the item
and the level of
compensation induded are
shown on each service icon,
If your scales are not linked
to Horizon the weight of the
item on the scales will be
displayed onan icon here
Note: If your scales are linked
to Horizon, as soon as the ‘UK
Primary Services’ screen is
displayed another customer
can use the scales. You will
not see this weight box.
If there is not enough room for all the available services icons to be displayed , a
‘More’ (F12) icon will be available, Touch ‘More’ (F12) to display the additional icons.
To return to the previous UK Primary Services’ screen touch it again.
mart post always defaults to UK, To post an item
to an international destination touch the
Destination icon then choose the destination. This
will ensure smart post offers only services that are
available to the destination country.
Oo sing the Services (3)
icon will allow you to change
the service you selected.
For example: if you select
2nd dass, you can touch
Services F3 to move back and
select 1st class instead.
Touch the Options icon to
return to the Options screen,
where you can alter the
selected options, Urgent,
I Valuable, Signed For.
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The Final Mails screen
When you touch the appropriate icon to select a Primary
service the Final Mails screen will appear.
@ tincudes a ‘Settlement Panet that shows the name
of the Primary service you selected, the weight of the
item and the total postage cost.
@ To the right of the ‘Settlement Panel’ there is an
‘Additional Services’ area. This displays the icons of
any additional services that are available. (In this case
Recorded - Signed For)
You may now select or deselect any additional services. As
you do so the charges and total cost, shown in the
Settlement Panel, will be updated.
© There is also a ‘Prepaid’ icon in the event that
postage/part postage has already been affixed
lm Tell the customer the cost of sending the item as an ordinary 1st class letter and check if he/she would like any of the
available additional services
@ When you have confirmed the service and price, touch the End icon (F5).
Printing a postage label
‘Do you wish to print a postage label?”
The ‘Do you wish to print a postage label?’ prompt will
appear.
m Touch the ¥ icon (Enter) if you wish to print a postage
label.
If the item does not meet the criteria for using a postage
label, and you wish to sell stamps instead, touch *.
The transaction is now entered on the system, and cannot be cancelled or reversed.
‘Insert label’
Atthe ‘insert labet’ prompt insert a blank postage label into
the bottom of the counter printer. When itis aligned
correctly touch ¥ (Enter)
Note that you cannot abandon the postage label transaction
by returning to ‘Serve Customer’. A ‘no entry’ sign will be
shown on the ‘Riposte’ icon from this screen onwards.
While the label is printing, Horizon will display the
message ‘Please wait while the label is being printed’.
This message has been added so that you cannot confirm
the label has printed correctly before it has actually been
printed,
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‘Did the label print OK?’
The ‘Did the label print OK? prompt will appear.
@ Ifthe label printed correctly, touch ¥ (Enter).
When you confirm that the label has printed correctly (or if
you settle the transaction without printing a postage
label), Horizon will automatically print a Mail Item receipt.
(Exceptions: Horizon will not print a Mail Item receipt for
Special Delivery items or Express Parcels (PFW Guaranteed
Services).
The receipt includes an optional Certificate of Posting.
The postage label transaction now appears in the sales
stack, and you will be returned to the Serve Customer
screen, This allows you to continue the customer session.
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Label Print
Oratielesbel &
Mail item receipt
The Mail Item receipt shows:
@ The date of the transaction
@ Details about the item, including weight, destination
and the service selected
© The total cost
Certificate of Posting
@ Facustomer would like proof of posting
for any ordinary item listed on the Mail
Item receipt, enter the number of items,
the Building name or number and
Postcode.
© ifthe customer does not want a
Certificate of Posting, you must strike
through this area,
Please remember: You must issue only one Certificate of
Posting for each item.
For the services listed on the right you must destroy the
Horizon produced Mail Item receipt and issue the special
branded Certificate of Posting.
In some cases the branded Certificates of Posting include
additional information, such as track and trace numbers.
NS
If you have used the Quantity function to post a number of identical
items, and there is not enough room on the Mail Item receipt to enter
all the details, issue Certificate of Posting (P326) as normal.
~ Recorded - Signed For
~ Airsure
~ Swiftair
- Intemational Signed For
~ Parcelforce Worldwide International Standard and
Economy.
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Urgent or valuable UK items
For urgent or valuable items, you can enter the weight of the item and its value, and smart post will show you what
services are available, and calculate the cost.
@ From the Serve Customer screen, and with the item on the scales, touch the ‘smart post’ icon (F9)
lm Atthe Options screen ask your customer if the item is urgent, worth more than £28, and/or requires a signature
The following is an example of an item that is urgent and
Tequites a signature. It weighs 350g.
Touch the appropriate icons
~ Urgent (F1)
~ Signed For (F3)
m= When you have selected all relevant options, touch
Continue (F'16).
Note: If your scales are not linked to Horizon you will need
to enter the weight of the item now.
The Primary Services’ screen will display the following
options: Remember: If you want to compare the prices for Special
Delivery and Express Parcels you can choose Express Pcl
Special Delivery and proceed to the Final Mails screen to check the cost,
then choose the Services (F3) icon from the bottom of the
Express Parcel (only branches that accept Express Parcels)
screen to return to this screen.
BFPO
The price for the minimum compensation level is shown
@ elect Special Del’ (F8) on the Special Delivery icon
The Special Delivery Value Input screen
The screen will now display a ‘Value Input’ box.
@ A Value input box will always appear when ‘High
Value’ is selected at the Options screen and the
customer has to state the value of goods enclosed,
(2) Ask the customer the actual value of the goods, and
enter the amount in pounds and pence using the
numeric keypad.
If the value entered is incorrect, touch the * icon on the
‘Value Input’ box and try again, or touch the ‘Prev’ (Esc) to
7 : Note: smart post will not allow you to enter a value that
return to the previous (Primary Services) screen.
exceeds the maximum compensation available for the
© Touch Y (Enter) to confirm the amount is correct. eee
If you enter a value thats too high, a warning message
will appear informing you of the maximum compensation
available for that service, and you will need to enter a lower
value.
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Final Mails screen
When you enter the value of the goods, the Final Mails
screen will appear.
@ The cost of sending the iter, based on its weight and
the compensation required, will be shown in the
settlement panel.
Please note: Consequential Loss is available as an
‘additional service’. Five icons are shown, one for each level
of compensation. If the customer needs Consequential
Loss insurance, touch the appropriate icon.
= Confirm the service and price with the customer, then
touch End (F5) to finish.
The ‘Do you wish to print a postage label?’ prompt will
‘then appear. (See Printing a Postage Label, page 5).
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Options selected include Urgent, or High Value, or both
When posting items to destinations in the UK, if you select any combination of options that include either Urgent, or
High Value, or both, you will always be offered Special Delivery and Express Parcel at the Primary Services screen.
(Note: If your branch does not accept Express Parcels the ‘Express Pc!’ icon will not be displayed).
If you choose High Value with no other options, in addition to Special Delivery and Express Parcel, you will also be
offered Standard Parcel. If if you choose this option, at the next screen Enhanced Compensation will be automatically
selected and you will immediately be prompted for the value of compensation required,
Signed For
IF you select Signed For with no additional options, in addition to Special Delivery and Express Parcel (if your branch
accepts Express Parcels), you will also be offered 1st class and 2nd class. At the Final Mails screen the Recorded icon will
be highlighted, and the cost of Recorded - Signed For will already be included in the total cost shown in the settlement
panel, (You may deselect Recorded if the customer changes his/her mind by touching the bin icon, then Recorded Fé).
Heavy urgent or valuable items ~ UK
This section applies only for those branches that accept Express Parcels. If your branch does not accept these items the
‘Express Pe! icon will not be displayed.
The following example shows the acceptance procedure for an urgent item weighing 15kg posted to a destination in
England,
= With the item on the scales, from the Serve Customer screen, touch ‘smart post’ (F9)
™ Atthe Options screen select Urgent (F1)
@ Touch Continue (F 16)
@ Enter the weight of the item at the Weight Input screen (electronic scales linked to Horizon weigh only up to 6kg)
From the ‘Primary Services’ screen select ‘Express Pc!’ (F9). (You will not be offered Special Delivery, as 10kg is the
maximum weight limit for Special Delivery).
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Select Region screen
The next screen will prompt you to select the destination
region.
@ ‘Select the appropriate region - in this case England,
Wales + S, Scotland (F1),
Please note: If you need help, you can find information
about the various regions by using the smart post Help
function whilst in the Select Region screen. A list of
postcodes in each PFW zone will be displayed. (See the
Help facility instructions at the end of this Workaid).
PFW Express Parcels Primary Services screen
The ‘PFW Express Primary Services’ screen will appear.
@ Ask the customer when the item needs to be
delivered, and touch the appropriate service icon,
In this example we have chosen delivery by 10am (F7).
Final Mails screen
From the Final Mails screen you can choose additional
services such as Enhanced Compensation (F6), Saturday
Delivery (F7), or Proof of Delivery (F8).
If you select any of these options, a green outline will
appear around the icon, and additional charges will be
added in the settlement panel.
When you have selected any additional service(s) required:
™ Touch End (F5)
Express Parcels documentation
= Complete the standard Parcelforce Express documentation as normal.
Please note: For Express Parcels the total value of each transaction will be automatically accounted for by Horizon on the
Parcel Revenue line of the Cash Account. Therefore Horizon will not allow you to print a postage label or settle to stamps.
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International items
All the international products and services for both Royal Mail and Parcelforce Worldwide are included in smart post. You
also have access to information about them, including details of prohibited and restricted items for each country,
The following example is of a small package being posted
to Nepal. It weighs 500g.
m With the item on the weighing scales, from the Serve
Customer screen, choose ‘smart post’ (F9).
Ask the 3 key questions at the Options screen, and
select the appropriate icons.
In this example the item is not urgent or valuable, and the
customer does not require a signature on delivery.
Touch Continue (F16).
Enter the weight if your scales are not linked to Horizon
The Primary Services’ screen automatically defaults to the
UK, where all the services displayed are inland ones.
@ To choose an international destination select
Destination (F2).
Country Hot Keys screen
The next screen displays icons for thirteen countries, in
addition to the icons for the UK and Channel Islands.
Note: All these icons have a blue 1’ (information) symbol
This means you can now obtain specific country
information, including a list of prohibitions and restrictions,
for those countries (see Help facility ~ country
information).
lm Touch the appropriate country icon if it is displayed.
@ fanicon for the destination country is not displayed
touch the ‘More’ icon (F16). You can then start to
type in the country's name.
Please note: It is extremely important that, from the Destination screen, you do not choose another country that you
know is in the same price zone.
To ensure the additional services displayed are the correct ones for the destination, you must touch the More icon
(F16) if the appropriate country icon for the item is not displayed on this screen.
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Destination Search screen
@ Onthe Destination search screen, as you start to type
the name of the country, the picklist will start to
change, so after typing 1 or 2 letters that country
name will be displayed.
@ Touch the required country when it appears in the
picklist
© Touch the V icon (F1).
Primary Services screen You must ensure the destination shown here is the actual
destination of this item. This ensures the correct services for
the destination are displayed. Additionally, the destination
name is printed on the customer's Mail Item receipt.
Smart post now displays the primary services available to
the destination.
The services shown will depend on your selections at the
‘Options’ screen, and the weight of the item.
Offer your customer a choice of appropriate services
The choices displayed will be airmail letter/small
packet/printed papers, International Parcel or Surface mail
IF you touch ‘More’ you will also see Postcard and
International Articles for the Blind
@ T2chthe appropriate service to continue. In this case
we have selected Airmail Small Packet (F7)
Remember: Where the prices are not shown on the icon this means that there are several primary services available.
For example, to check the services available for Surface Mail touch the Surface Mail icon to move to the next screen, then
touch the Services (F3) icon to return to this screen.
Final Mails screen
On the Final Mails screen all the available additional
services for the selected primary service will be shown.
Any that are edged in green match the requirements you
selected at the Options screen
You will only be allowed to choose additional services that
are available to the destination country and/or meet the
customers requirements. For example in this illustration
the Airsure icon has a ‘no entry’ sign and N/A. That means
Airsure is not available to Nepal, and you will not be able to
select it.
@ The settlement panel gives information about the
chosen service, including the cost.
The ‘Do you wish to print a postage label?’ prompt will
then appear. (See Printing a Postage Label, page 5). A Mail
Item receipt will automatically be printed.
@ Ask the customer if any of the available additional
services are required. (If yes, touch the appropriate icon)
@ confirm the total charge and touch End (F5)
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International mail - Additional services
If you ask the 3 questions at the Options screen, then select the destination, smart post will filter the services and prices so
you see only appropriate services that are available to that destination, based on the options selected,
Urgent, valuable or signature required?
Smart post will tell you if you can send an item by Airsure,
or Swiftair so you can't make a mistake. However you will
still need to check the prohibitions and restrictions for each
country using the ‘Info’ (Hip) icon. (See page 17)
Additional services that are not available have a ‘No Entry’
sign on the icon and cannot be selected.
Please note: If ‘Signed For is selected at the ‘Options’
screen, Airsure will be shown as an additional service even
though it does not offer a signature on delivery. However,
if you select this, a screen message will advise you that
Airsure is not a signed for service but is fully tracked to its
destination and can be checked on the Royal Mail website,
You must ask the customer whether this is acceptable
before selling the service,
Primary Services screen
You will see the United States Primary Services screen. If
you select any of the ‘primary’ services shown here,
Additional services will be available on the next screen that
will offer faster or guaranteed delivery, and a signature on
delivery,
Talk to your customer about the choice of available
services. The choice is likely to depend on the urgency and
cost.
Confirm the service required and touch the icon to.
select it.
@ Remember: if you select a service and move to the
next screen to check the price, you can return to this
screen by touching the Services (F3) icon.
In this example we have chosen Airmail Small Packet.
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The following is an example of an item being posted to.
the USA, The customer tells you itis urgent and a
signature is required, It weighs 1kg.
@ With the item on the scales, from the Serve Customer
screen, select smart post (F9)
Touch Urgent (F1) and Signed For (F3), then touch
Continue (F16)
m Enter the weight of the item if your scales are not
linked to Horizon, and at the UK Primary Services
screen select Destination (F2)
@ Touch the country icon for USA (F3) (remember to
touch More (F16) to enter the country name if the
appropriate country icon is not displayed here).
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Final Mails screen
@ Because you highlighted Urgent and Signed For at
the Options screen, on the Final Mails screen you will
see that the Swiftair icon is highlighted in green.
Airsure is not available to USA, and Signed For will not offer
accelerated delivery, so these icons have a ‘No Entry’ sign,
For Swiftair two levels of compensation are available.
Check the value of the item, Remind your customer
that compensation will be payable up toa maximum
of £30, but that a higher level of compensation is also
available,
@ If compensation over £30 is required touch the
Swiftair (F10) icon that ends ‘Comp Undetermined’
Smart post will then prompt you to enter the value of
the item.
Please remember: A Mail tern receipt will automatically
be printed. But for Swiftair (and other Priority Services
items) you must destroy the system produced receipt,
and issue the Swiftair service receipt.
When you enter the value of compensation required you
will be returned to the Final Mails screen, where you will
‘see the total cost in the settlement panel,
@ Touch End (FS).
Print the postage label as normal.
HM Forces mail
A large number of HM Forces items currently accepted at Post Office branches are wrongly priced. With smart post the
correct prices for Forces items will be available on the Horizon system.
However, to price Forces items correctly you will still need to know whether the BFPO numbers are located in Europe or
Worldwide.
This information is not available through the smart post Help function at this time. This is because the Help function links
to Royal Mail’s and Parcelforce's customer websites, and information about the location of HM Forces is confidential,
When accepting BFPO items you should:
Ensure you have the latest Operational Focus BFPO update article on hand to check whether the BFPO is in Europe or
Worldwide.
lm With the item on the scales, from the Serve Customer screen, select ‘smart post’ (F9).
m Atthe Options screen ask the customer the 3 key questions, and highlight any appropriate icons.
@ Touch Continue (F16).
m Enter the weight of the item if your scales are not linked to Horizon.
lm From the ‘UK Primary Services’ screen select ‘More’ (F12).
@ Select ‘BFPO’ (F11).
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Primary Services screen
If no options were selected at the Options screen alll the
following services will be available:
BFPO Europe (F6)
BFPO World (F7)
BFPO Parcels (F8)
BFPO Special Delivery (Europe) (F9)
BFPO Special Delivery (Worldwide) (F10)
BFPO Surface (F11).
@ Refer to the latest Operational Focus BFPO update
article to check whether the BFPO is in Europe or
Worldwide.
@ Select the appropriate service. In this example we
have selected BFPO Europe (Fé).
If you select Urgent, High Value, or both at the Options screen (whether or not you also select Signed For), only BFPO
Special Delivery Europe and Special Delivery Worldwide will be available.
For items where only High Value is selected, BFPO Parcels (Enhanced Compensation) will be available in addition to
BFPO Special Delivery,
For items where only Signed For is selected, Recorded, by airmail or surface will be available.
Final Mails screen
The next screen will be Final Mails, where any additional
services will be available.
@ The settlement panel here shows the cost of sending
the item by airmail to a BFPO in Europe.
@ Touch End (FS).
Please note: Smartpost is able to print postage labels for
BFPO letters and parcels,
The ‘Do you wish to print a postage label?’ screen will
appear.
Follow the procedure for printing a postage label,
Issue a Mail Item receipt or service receipt as
appropriate.
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Other services
Inland Articles for the Blind International Articles for the Blind
This service is available for items up to 7kg in weight that This service is available for items up to 7kg in weight.
are not of high value or urgent and do not require a
signature, From the ‘International Primary Services’ screen:
From the ‘UK Primary Services’ screen: @ Touch the ‘nt Blind’ icon (F13)
im Touch the ‘More’ icon (F'12) The following additional services are available, depending
‘on the destination
Touch the Blind’ icon (F13)
- Airsure
No additional services are available for inland Articles for
the Blind ~ Swiftair
Int Signed For.
Inland Standard Parcels with Enhanced Compensation ~ accounting for the fee
Smart post produces postage labels whose value includes the Enhanced Compensation fee. Therefore you must not affix
additional postage stamps to the back of the Standard Parcel Certificate of Posting (COP) (P6159).
= Affix the postage label, for the full amount of postage m Detach the corresponding numbered counterfoil from
due, to the item. the Standard Parcels Traffic Schedule (P6156) and affix
it to the Mail Item receipt.
= Complete only the bottom section of a Standard Parcel
COP (P6159). ™ Complete the Building name or number and Postcode
sections on the Mail Item receipt.
Tear off and retain this section for reconciliation at the
end of the week, = Hand the customer the Mail Item receipt. (The Mail
Item receipt will show that the customer has paid for
@ Affix a Standard Parcel Traffic serial number (P6156) to Enhanced Compensation)
the item.
Other options and functionality
Prepaid functionality
The Prepaid icon appears in the Final Mails screen and must be used when:
- an item has postage partly prepaid in postage stamps or franking machine impressions
- anitem has been returned to the sender because insufficient postage has been paid (overseas items only).
Partly prepaid items
From the Final Mails screen’ Smart post will deduct the prepaid amount from the total
cost of primary and additional services
m Select Prepaid (F15)
= Complete the transaction by producing a postage label
Enter the value of the postage affixed to the item arsaiing stares forthebatstanding pastane,
= Touch the ¥ icon.
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Underpaid (overseas) items
Postage labels produced when an item has been returned
to the sender due to insufficient postage, must have a
Fully Paid (FP) service indicator affixed. Therefore, when
you enter a prepaid amount for an overseas item followed
by a request to print a label, the system will ask whether ‘a
Postage’ label or an ‘Underpaid’ label is required.
If the item has been returned due to insufficient postage:
m Select Underpaid * (F1).
If the item is being posted for the first time:
m Select Postage ¥ (Enter).
Quantity functionality
‘Smart post allows you to use the Quantity function to produce labels for multiple items of the same weight, being sent by
the same service to the same country of destination. (eg. 5 x 1st class items each weighing 100g, sent to UK addresses).
At the Primary Service or Final Mails screen: You will be prompted to insert another label.
@ Touch the ‘Quantity’ icon and enter the quantity. '@ Insert the second postage label into the printer and
select ¥ (Enter).
m Select the required service.
m Repeat the process for all further labels within the
At the ‘Do you wish to print a postage label?’ screen, print auctor seca
the label as normal.
When the final label has printed, smart post will print the,
If the postage label printed correctly touch the Y icon yait item receipe
(Enter).
Rejecting postage labels within a multiple label transaction session
Ia postage label is rejected within a multiple label transaction session, smart post will print a Mail Item receipt for any labels
that have been printed correctly, and also a Rejected Label receipt for the label that has just been rejected.
You will need to keep the two receipts separate. Give the Mail Item receipt to the customer as normal and retain the
Rejected Label receipt for reconciliation purposes if a label did not print.
Any labels already successfully produced will remain on the sales stack but to produce the outstanding labels you will
need to touch End (F5) and you will then be prompted to insert the remaining labels.
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Changing your selections
You can use the four icons at the bottom of the ‘Primary Service’ screen to re-set your criteria selections.
@ Weight (F1)— If your scales are not connected to
Horizon you can change the weight you originally
entered, right up until the ‘Do you wish to printa
postage label?’ prompt is displayed
@ Destination (F2)—You can change the destination
you originally selected up until the ‘Do you wish to
print a postage label?” prompt is displayed
© Services (F3) — You can change the primary service
you selected up until the ‘Do you wish to print a
postage label?’ prompt is displayed. Use the Services’
icon to return to the Primary Services screen and
choose a different primary service,
@ Options (F4) — You can make changes to the options you originally selected (Urgent, High Value, Signed For), up
Until the ‘Do you wish to print a postage label?’ prompt is displayed.
Help facility ~ Bubble Help
You can find information about Royal Mail and Parcelforce
Services by touching the Info (Hlp) icon, and then touching
any product or service icon. Bubble help information
indudes details of delivery aims, compensation levels and
size limits for the selected product.
The example opposite shows the bubble help information
that would be displayed for the Recorded- Signed For service.
Touch the * icon to make the bubble help disappear
Help facility ~ country information
‘Smart post provides additional information whenever you
seea blue BI symbol. To access this information:
@ Touch the ‘Info’ (Hip)
icon
Touch any icon that
contains the blue I
symbol
tInfo
@ Bubble help will display a message that further
information is available
@ Touch the * icon to make the bubble help disappear
or,
© Touch the [Bl icon to display the additional
information
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Help Index ~ Jump to Countries oy ym 7
INDEX
Ae coer enn ak ew
If you touch the blue symbol in the bubble help, the OE Dh OG DE EOD OG Ee
Help Index page will be displayed 5 emncare
powers
oe
see
@ To find information about a country’s prohibitions ==
and restrictions, touch Jump to Countries’ ——
fm Use the arrow keys on the keyboard to scroll up or _———
down the page pa
ii
Countries Index A page displaying all countries beginning with C will be
displayed.
If you touch Jump to Countries, an index of countries will
be displayed
casa Royal Ponce
conoeen aya tat Paratice
Ae eee eee eee cn oy Porte
tor eeeterware ae mia eee
‘ oe ovis Parte
— Ccomeninanss Raya Paar
= cee ian Repstte Royle Paonirce
a ow Royals Paces
== Sethe nats Preece
= on yaad Pacer
If you want further information about a country, for
example prohibited or restricted goods, or customs
requirements, touch the first letter of the word from the
alphabetical list at the top of the screen. (For example, for
Canada touch ‘C). You must touch the screen - you cannot
use the keyboard to select the appropriate letter.
= Touch Royal Mail’ or Parcelforce’ on the appropriate
country line, or use the arrow keys, to move to the
Royal Mail or Parcelforce country information page
Country information
A Royal Mail or Parcelforce screen with all the country information, including prohibitions and restrictions for that country,
will be displayed,
Parcelforce country information
Royal Mail country information
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Touching ‘Jump to Index’ or Jump to Countries’ on any of the help pages will take you to the appropriate screen.
Use the arrow keys on the keyboard to scroll up or down the Index pages
m Touch Exit at the bottom of the screen, or press ESC on the keyboard to return to the Horizon screens.
Help facility ~ information about products and services
You can also obtain information on all Royal Mail and Parcelforce products and services from the Help Index page.
Index of products and services
@ For example: If you require further information about
Royal Mail's compensation policy, you should touch
the letter ‘C at the top of the screen.
content Posing
A page showing all the products and services beginning Santas
with ‘C’will be displayed. Seen
Oran ot
Use the arrow keys on the keyboard to scroll up or re o
down the page to the appropriate product or service, > Seine
or Ox. Grant
away Sevens
@ Touch the line that displays the product or service you 7
want information about (eg. Compensation Policy) E Eaesort Serine
end oe to
Product information Compensation Policy
_-Wo ofr fair and reasonable compensation when we're at fault
(Please note that Royal Mall compensation potcy currently under renew Any
Wwalbe wiiten ta the AZ when appropriate I
‘What is the compensation policy?
You will then see a screen giving information about that Tsss aha isin a Go seceeaniin eri emcoeoomn
product or service.
Whats in for our custoners?
Fair and reasonable compensation f were at faut for
1+ lost or damaged tems
‘+ Special Dover ems that do not arve by the guaranteed deivery tne
«+ undelivered or damaged items
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Product Q & As
The product information page also includes a section of
frequently asked questions.
* Press the TAB key on the keyboard to scroll down the
questions or press the Shift and Tab keys together to
scroll back up.
* Touch the relevant question to select the information
you require,
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QUESTIONS & ANSWWERS
[EXPANDED QUESTIONS AND ANSWERS.
‘that ae conan fr comoaraton?
Tore corewasn met
Pea a mg na ery cnc) Sage ected rari ar
+ Yeas ta crc asowa eating Pose
(orang svn rn wb ae nl Pacer oe
Copyright Post Office Ltd 2003. All rights reserved.
“The Post Office and the Post Office symbol are registered trade marks of Post Office Ltd in the UK and other countries,
Produced by Operational Publications team, Network Support, 80 Old Street, LONDON ECTV NN,
Printed by Romec Print on recycled paper, Operational Focus, and Operational Workaid should be retained for 1 year from the publication date
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Historical Shortfall Scheme
Application to join the Scheme
Please read this information before completing the application form
Please only complete one application form. if your claim relates to multiple branches and/or shortfalls. please include
these in the same form. tf you contracted with Post Office as various legal entities. you will need to complete a separate
application for each legal entity. You may use separate sheets of paper to complete the application form if necessary.
When submitting your application. you should submit relevant supporting material that will enable your application to
be properly considered. Failing to provide this mformation with your application may result in unnecessary delays.
in light of the ongoing Coronavirus situation, please apply by email to minimise any potential delays with processing
applications. If you don’t have an email address yourself. a family member or friend is welcome to email on your behalf
'f you do nat have any access to an email address to submit all or part of your application, in those circumstances
appiications can be sent by post. Please note postal applications and queries may not be processed immediately given
the current circumstances.
f any additional information is required to help progress your application. you will be contacted about this.
This application form. the Eligibility Criteria and the Terms of Reference contain formal legal information and language
that is necessary for the integrity of the scheme. Where possible, such as in the questions and answers to help you
complete your application. we have kept the information as clear and straightforward as possible.
Applications and other communications should be sent
+ by email to historicalshortfailscheme{ GRO
+ or by post to Post Office Historical Shortfall Scheme. PO Box 76882. London EIW 9RR. Please use Royal Mail as
PO Box addresses can only accept post from Royal Mail and nat from other carriers or couriers. ff you do need to
apply by post. please only provide copies of the supporting documents/materiai rather than original documents.
which should be retained for your own records. and we advise using a trackable service such as Royal Mail Special
Delivery if sending documents by post. Postal applications should only be submitted if the applicant has no access
to an email address they can use.
Please note these are Post Office addresses as this is a Post Office scheme ~ please be assured eligible claims will be
assessed by an independent advisory panel.
‘in order to be eligible for the Historical Shortfall Scheme. you must meet ail of the criteria set out below:
1. You must have, or have previously had, a contract directly with Post Office. if you are applying to the scheme
on behaif of another person or a company, they must have. or have previously had. a contract directly with
Post Office.
2. Your application must relate to shortfalls which arose in respect of previous versions of Horizon (sometimes
referred to as Legacy Horizon, Horizon Online or HNG-X). Piease note that the High Court has held that the
current version of Horizon (HNG-A - sometimes referred to as the ‘Branch Technology Upgrade) is robust relative
to comparable systems. if you have a concern you believe is related to the current version of Horizon. please
rand if you experience an operational issue when using the current
version of Horizon please report it to the Branch Support Centre.
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' 3. Ifyou are making an application on behalf of another person, you must be a legally appointed assignee. personal
representative, attomey or deputy of the person you are making the application on behalf of. Piease note that you
must provide proof of this legal relationship when you submit your application.
4 You must agree to be bound by the Terms of Reference for the scheme. A copy of the Terms of Reference is
available on the scheme website and is also contained below within the application form,
5. Your application and time with Post Office must not involve or relate to any criminal conviction(s). Only the
criminal appeal courts can consider past convictions. Please note a caution is not a criminal conviction and will not
affect eligibility for the scheme.
6 You must not have been part of the group litigation against Post Office that settled in December 2019.
The settlement reached by the parties was full and final. You must also not have entered into a settlement
agreement with Post Office other than as part of the initial Complaint Review and Mediation Scheme
commenced in 2013 o7 as a result of Network Transformation or other scheme.
i you are unsure whether you are eligible for the scheme. please contact hisoricalshortfallschemel_
For further information about how Post Office will process your information. please see the privacy policy at
www onepostoffice.co.uk/scheme.
Historical Shortfall Scheme Terms of Reference
§n order to enter the Historical Shortfall Scheme, you must agree to these terms of reference.
1. Post Office intends to establish the Historical Shortfall Scheme (the “Scheme”) to address past issues regarding its
point-of-sale accounting system, Horizon.
2. The purpose of the Scheme is to resolve past issues with current and former postmasters who. in good faith.
believe they may have been affected by shortfalls which relate to previous versions of Horizon {sometimes
referred to as Legacy Horizon. Horizon Online or HNG-X) (“Historical Shortfall”). The Scheme will not
deal with issues arising with the current version of Horizon (HNG-A. sometimes referred to as the Branch
Technology Upgrade).
3. All applications to join the Scheme must be received by Post Office by midnight on Friday 14 August 2020. if they
are not. Applicants will not be eligible to join the Scheme uniess Post Office agrees otherwise.
4. Applications and other communications should be sent:
41 by email to historicaishortfallscheme¢
4.2 or by post to Post Office Historical Shortfall Scheme, PO Box 76882, London EIW ORR. Please use Royal Mail
as PO Box addresses can only accept post from Royal Mail and not from other carriers or couriers
‘in light of the ongoing Coronavirus situation, at the time of launch {i May 2020) post may not be dealt
with immediately. Please apply by email; postal applications should only be submitted if the applicant
has no access to an email address they can use. We will update the information on the scheme website
if cincumstances change.
Please note these are Post Office addresses as this is a Post Office scheme — please be assured eligible
applications will be assessed by an independent advisory panel
5S. Applicants to the Scheme are required to agree to these Terms of Reference. Applicants who do not agree to the
Terms of Reference will not be eligible two participate in the Scheme.
6 Once an application has been made. either party may write to the other to request relevant information
The parties shail co-operate with one another in providing any information which the other party may reasonably
request. Information obtained and provided in relation to each application should be proportionate to the
circumstances of that application
7. Eligible applications made under the Scheme wili be individually investigated and the outcomes assessed by an
independent advisory panel, Following assessment of the claim, Post Office will write to the Applicant setting out
the outcome of his or her application
8. in the event the Applicant is dissatisfied with the outcome of his or her application. the following Dispute
Resolution Procedure shall apply:
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Tab 8.4
3. The Applicant must notify Post Office by email or post within 28 days that he or she wishes to engage the
dispute resolution procedure. Piease see the previous advice around using email wherever possible in light of
the ongoing Coronavirus situation
dD. As soonas is practicable. at least one Pox Office representative shall meet with the Applicant by telephone
and endeavous to resolve all issues regarding any outstanding shortfalis in good faith and in a manner that takes
into account the legitimate interests of Post Office and the Applicant {the “Good Faith Meeting”)
¢._ ifthe dispute is not resolved as a result of the Good Faith Meeting. either party may within 28 davs escalate
the dispute to a member of Post Office's senior management (the “Escalation Meeting”) in writing by email
‘or by post Please see the previous advice around using email wherever possible in light of the ongoing
Coronavirus situation.
df the dispute is not resolved as a result of the Escalation Meeting. either party may refer the matter to
Wandsworth Mediation Service {°WMS"} within 28 days for mediation {the “Mediation”). WMS is a charity
chaired by Stephen Ruttle QC. one of the two independent mediators who assisted the parties to reach
agreement between Post Office and the claimants in the group litigation. All income generated by WMS is
used to support the services it provides in the community. WMS will carry out the Mediation in accordance
with standard terms. The Applicant will not be required to contribute towards the costs of Mediation but the
Mediation will be limited to four hours in duration.
@. All Good Faith Meetings, Escalation Meetings and Mediations shall be carried out on a confidential and
“without prejudice” basis. to ensure each party is able to engage in an open and meaningful fashion.
# Any settlements reached shalt be on a full and final basis and shall not be capable of being re-opened save in
the event of fraud. The terms of each settlement will be recorded in writing and signed by both parties
g. _ Inrelation to disputes which are not resolved at. or as a result of any Mediation:
i. disputes for sums totalling not more than £10,000 shall be resolved by recourse to civil proceedings in
the County Court pursuant to the Small Claims Track and shall be subject to the fee scale applicable
thereto. The parties agree not to seek reallocation of the proceedings to the Fast Track or the Mult:
Track: and
ii disputes for sums totalling in excess of £10,000 shall be referred to and finally determined by arbitration
unde: the Arbitration Act 1996, The appointing authority shall be either Charles Flint QC or Stephen
Ruttle GC. the number of arbitrators shall be one. the seat of arbitration shall be London, England and
the language of the arbitration shail be English.
9 These dispute resolution procedures may be varied by agreement between Post Office and the Applicant ov, if it
becomes apparent that amendments to these terms would allow the Scheme to operate more effectively without
‘causing any material disadvantage to the Applicants. by agreement between Post Office and Charles Flint QC or
Stephen Ruttie QC.
1. Post Office will deal with all Applicants in good faith and in light of the lessons learned from Mr Justice Fraser's
judgments in the group litigation. However
& entry into the Scheme does not guarantee that a relevant shortfall will be repaid or written off: and
>. by creating the Scheme. Post Office does not waive any of its own legal rights. The duty of good faith is
reciprocal and. if it appears from the investigation of any application made that the Applicant has not acted
consistently with his or her own duties of good faith. Post Office shall not be precluded from taking suck
steps as may be open to it as a matter of law.
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—
9
Royal Mail Group plc Adjusted rates of pay and arrears are provisional, being subject to check. Any underpayments wil be corrected, Payees will bo liable to refund any overpayment.
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Royal Mall Group ple Adjusted rates of pay and artears are provisional, Deing subject to chack Any underpayment wil be corrected. Payees willbe lable 1 refund any overpayiment
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Royal Mail Group plc Adjusted rates of pay and arrears are provisional, being subject fo check. Any underpayments wal be corrected, Pay@es wil be liable o refund any overpayment.
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Royal Mail Group plc Adjusted rates ol pay and arrears ave provisional, being subject fo check, Any underpayments willbe corrected. Payees will be lable o refund any overpayment
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Royal Mail Group Ltd Adjusted rates of pay ard arcears are prowsional, being subject to check. Any underpiayments wit be corrected, Payses will be able to retund any overpayment
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To:
Post Office Limited
148 Old Street
London
EC1V 9HQ
RE: BEDMINSTER PARADE BRANCH (EXISTING BRANCH) — TERMINATION REQUEST LETTER
1. 1, BNSL Ltd of Imperial Arcade east Street Bedminster Bristol BS3 4HH (Existing Agent)
hereby offer to terminate my current sub-postmaster contract with Post Office Limited for the
operation of the Existing Branch (Existing Contract) by mutual consent on the terms set out in this
Termination Request Letter on less than the notice period required by the Existing Contract to BNSL
Ltd to enter into a new contract with Post Office Limited to operate a Main Post Office Branch from
the same premises.
2. Iacknowledge and agree that:
2.1. if and only if this signed Termination Request Letter is submitted to Post Office Limited within
the timescales previously notified to me by Post Office Limited, I will be deemed to have made
a legal offer to Post Office Limited to terminate the Existing Contract with effect from 23:59 on
the day immediately before 11/01/2043 or such later date as may be notified in writing by
Post Office Limited to the Operator (the Start Date) (Request to Terminate);
2.2 I will not be able to withdraw my Request to Terminate without the prior written consent of
Post Office Limited;
2.3. my Request to Terminate may only be accepted by Post Office Limited in writing within two
weeks of the date on which Post Office Limited receives this Termination Request Letter
properly signed by me from BNSL Ltd (Acceptance Period). If Post Office Limited does not
accept my Request to Terminate by signing and returning to me one copy of this Termination
Request Letter before the Acceptance Period has ended, it shall be deemed to have been
rejected and I shall continue to operate the Existing Branch in accordance with the Existing
Contract, which shall continue in full force and effect, subject to its terms;
2.4 if the Main Post Office Agreement between Post Office Limited and me BNSL Ltd in relation to
the Branch (Agreement) is terminated by Post Office Limited at any time in accordance with
the terms of the Agreement prior to the Start Date, Post Office Limited’s acceptance of my
Request to Terminate shall be deemed to have been immediately withdrawn. and I shall
continue to operate the Existing Branch in accordance with the Existing Contract, which shall
continue in full force and effect, subject to its terms;
2.5 if the Existing Contract is terminated by Post Office Limited in accordance with its terms prior to
the Start Date, the Agreement may be terminated by Post Office Limited immediately by giving
written notice to me BNSL Ltd under the Agreement;
2.6 the Existing Contract shall continue in full force and effect (subject always to the prior exercise
by Post Office Limited of any right of termination contained in the Existing Contract) up to and
including 23:59 of the day immediately before the Start Date, at which time (provided Post
Office Limited has accepted my Request to Terminate in accordance with the terms of this
Termination Request Letter) the Existing Contract shall be deemed to have been terminated by
the mutual agreement of both myself and Post Office Limited;
2.7 I shall be required to continue to operate the Existing Branch in accordance with the terms of
the Existing Contract up to and including 23:59 of the day immediately before the Start Date;
2.8 the termination of the Existing Contract shall be without prejudice to: (i) any rights and/or
obligations of me and/or Post Office Limited accrued under the Existing Contract before the
Start Date; (ii) any rights and/or obligations under the Existing Contract that are expressed to
survive termination; and (iii) the payment of any money owed, whether under the terms of the
Existing Contract or any other contract or lease or licence between me and Post Office Limited
or between me and any company in the Royal Mail Group (meaning Royal Mail Group Limited,
its holding companies and subsidiaries, and any subsidiaries of such holding companies. For the
purposes of this Termination Request Letter, holding company and subsidiary shall have the
meanings given to them in section 1159 of the Companies Act 2006);
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2.9 without affecting any amounts due to me which have accrued under the Existing Contract in
relation to the period before the Start Date, I shall cease to be entitled to all of the rights and
benefits under the Existing Contract, including, where applicable, remuneration payable under
that contract, statutory sick pay, sick absence scheme substitution allowance, absence to
attend territorial or reserve forces allowance or holiday substitution allowance from 00:00
hours on the Start Date;
2.10 I acknowledge that any statutory obligations relating to the staff at the Existing Branch which
may apply as a consequence of termination of the Existing Contract shall be my responsibility;
and
2.11 Post Office Limited shall have no liability to me if BNSL Ltd to submit my Request to Terminate
to Post Office Limited or fails to do so within Post Office Limited’s timescales.
3 Conversion Payment
I further acknowledge and agree that:
3.1 Post Office Limited has. certain obligations under the Agreement to pay BNSL Ltd the
Conversion Payment (as defined in the Agreement), subject to the relevant terms and
conditions set out in the Agreement;
3.2 Post Office Limited will not be liable for any tax which may be due, or for any other deduction
required to be made, in respect of the Conversion Payment;
3.3. the Conversion Payment paid to the Operator under the Agreement shall be in full and final
settlement of any and ail claims that I (being either the operator being appointed by Post Office
Ltd under the Agreement or a shareholder and/or director of BSNL Ltd have or may have
against Post Office Limited (or any other member of the Royal Mail Group) or its officers or
employees howsoever arising and whether arising out of the termination of my position and the
Existing Contract and whether under common law, contract, statute or otherwise. I agree that
this is reasonable given that I am either the operator being appointed by Post Office Ltd under
the Agreement or a shareholder or director of BSNL Ltd.
I confirm that neither BSNL Ltd Post Office Limited or any person connected with BNSL Ltd or
Post Office Limited has placed me under any pressure or undue influence to sign this
Termination Request Letter and that I have taken independent professional advice on the
terms of this Termination Request Letter.
Signed
Print Name:
(Existing Agent of the Existing Branch)
Date:
in.the presence oft
GRO
wh
(Full Name of Witness)
Letsles.
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(Occupation of Witness)
TO BE COMPLETED BY POST OFFICE LIMITED:
The Request to Terminate set out above is EITHER
Accepted*
OR
Not-Accepted*—
by Post Office Limited.
*delete as applicable
Signed
Print Name:
Title: Contractual Agreement Production Mariay.«
a duly authorised signatory of Post Office Limited
3) els.
Date:
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ON SITE MAIN POST OFFICE® AGREEMENT
PREFACE
All capitalised terms not defined in this Preface have the meanings given to them in the Standard
Conditions for the Operation of a Main Post Office® Branch (On Site, Post Office Limited Cash) (the
Standard Conditions).
This Preface is part of an Agreement between Post Office Limited and the Operator for the
operation of a Main Post Office Branch (as defined in the Standard Conditions) at the Branch
Premises (as defined below).
The Agreement consists of the following documents:
¢ This Preface and the following Appendices to it:
o Appendix 1 - Fit Out Works
o Appendix 2 - Equipment
o Appendix 3 - Conditions of Appointment
* The Standard Conditions
* The Manual (as defined in the Standard Conditions)
«The Fees Booklet (as defined in the Standard Conditions)
1. The Agreement is between:
(a) Post Office Limited (Company No. 02154540), whose registered office address is at 148 Old
Street London'EC1V 9HQ (Post Office Ltd); and
(b) BSNL Ltd (Company No. 07083758) of 157 Redland Road, Redland, Bristol, BS6 6YE (The
Operator).
2. The Branch Premises are the Operator's premises at: Imperial Arcade - East Street Bedminster
Bristol City Of Bristol BS3 4HH.
3B: The Branch will have the following numbers of Combined Retail Counter Positions One and
Dedicated Post Office Counter Positions Three at the Start Date.
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Opening Times: The Operator shall operate the Branch at the Branch Premises from:
4.1 — the Dedicated Post Office Counter Positions (as defined in Part 1 of the Standard Conditions),
during at least the hours of 9am to 5.30pm Monday to Saturday (inclusive) but excluding public
or statutory holidays; and
4.2 the Combined Retail Counter Positions (as defined in Part 1 of the Standard Conditions), during
the opening hours of the Basic Business which will be at least:
Monday 9:00:00 AM to 5:30:00 PM
Tuesday 9:00:00 AM to 5:30:00 PM
Wednesday 9:00:00 AM to 5:30:00 PM
Thursday 9:00:00 AM to 5:30:00 PM
Friday 9:00:00 AM to 5:30:00 PM
Saturday 9:00:00 AM to 5:30:00 PM
Sunday CLOSED
including on any public or statutory holidays on which the Basic Business is open to the public.
The Parties acknowledge that the Products and Services offered from the Combined Retail
Counter Positions will be a reduced set of Products and Services from those available at the
Dedicated Post Office Counter Positions, as determined and notified to the Operator in writing by
Post Office Ltd from time to time.
The opening hours of the Dedicated Post Office Counter Positions and those of the Combined
Retail Counter Positions, detailed in this clause 4 (as varied from time to time in accordance with
the Agreement), are referred to as the Minimum Hours for each type of Counter Position.
5 The Commencement Date of the Agreement is the date on which this Preface is signed by Post
Office Ltd (as set out below).
6. The Start Date on which the Operator will begin the operation of the Branch at the Branch
Premises will be 11/01/2013 or such other date as may either be agreed in writing between the
Parties at any time or (where the Operator has not complied with any of the terms of the
Agreement, including any Conditions of Appointment which are required to be completed before
the Start Date) be determined by Post Office Ltd in its absolute discretion and notified in writing
to the Operator at any time.
7. The Basic Business at the Branch Premises is CTN
8. VAT. The Operator's VAT number is 991890074.
9: Fit Out Works and Investment Payment
$2 The Fit Out Works for the Branch Premises are described in Appendix 1 to this Preface. They
are split into two categories ~ Post Office Ltd Funded Works and Operator Funded Works.
9.2 The Equipment required to operate the Branch is listed in Appendix 2 of this Preface. It is split
into two categories - Post Office Ltd Funded Equipment and Operator Funded Equipment.
93 Post Office Ltd shall fund the cost of the Post Office Ltd Funded Equipment up to a maximum of
£45.000,00.
2
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94 Subject to the provisions of Part 3 of the Standard Conditions, Post Office Ltd will also fund the
cost of the Post Office Ltd Funded Works up to a maximum of £27,216.00. (This Figure
includes Up to £3,000.00 towards career wear)
95 The total of the funding provided by Post Office Ltd and described in clauses 9.3 and 9.4 above
is referred to as the Investment Payment. If the costs of the Post Office Ltd Funded Equipment
and/or the Post Office Ltd Funded Works exceed the amount of the Investment Payment, any
such excess shall be the responsibility of the Operator. The Operator shall be solely responsible
for the cost of any Operator Funded Equipment and Operator Funded Works.
10. Conversion Payment
Post Office Ltd shall, in addition to the Investment Payment referred to in clause 9 above, and
subject to Part 3 of the Standard Conditions, pay the Operator a further sum of £10,000
{including VAT) on or about the Commencement Date.
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The Operator and Post Office Ltd hereby agree to enter into the Agreement as defined above.
OPERATOR
“an individual) Second Signature (not required if Operator is an
OR: Signature of Director or partner if a individual or where the Operator is a single director
company or partnership company with no separate company secretary)
Signature of Director/Company Secretary or partner if
a company or partnership
Ra (corn Samed : Typed or Printed Name
Typed or Printed Name
Title: Gperetemteantaer/Director
QS-oi- 20/3
Date
Title: Director/Company Secretary/Partner
Date
= GRO.
GualanraRedgere
Contractual Agr uction Manager
Title
Date \3 Ya] 013
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APPENDIX 1
FIT OUT WORKS
A copy of the Scoping Visit Report is attached.
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Tab 8,
Appendix 2 - Equipment (Main)
Items of equipment that may be required as part of Network Transformation Programme
conversion to a Main branch
Items to
Item for installation in Main branch Priaebenigt: en returned
at end of
Agreement
Post
Post Office
Office The Ltd's
Ltd _I Operator I Supplier
Signage (including internal signage) x
Safes ( Main safe ) x
Electronic Scales x
Alarms* _ x x x
Bureau de Change Rate Board x x
Counter Desking : x
Cash Funding Unit (Rotlercash/Bidi) x x
Horizon x Xx
Secure Counters (including anti-bandit screens, parcel hatches and
secure doors) x
Drop bag Fittings x x
Post & Go x x
AEI Kiosk x
AEI Consumables (inciuding curtains and Styli) x
Mails Acceptance Unit xX x
Mails Integrity Unit/secure mail storage x x
Queue Management (barrier) x x
Call Forward x x
Coin Cabinets x x
Ad point of sale frames x
Self inking date stamp x x
Retention Units x x
Branch Consumabies (subject to reasonable use) printer rolls and x
cartridges.
Name Badges
Coin Hoppers x
Note Counters x x
Pedestals, x
Footrests x
Mobile Till Trolleys x
Test Weights x x
6
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Items of equipment that may be required as part of Network Transformation Programme
conversion to a Main branch
Items to
oe ue Who is responsible for bbe
Item for installation in Main branch maintenance of the Equipment I Tetumed
iid at end of
Agreement
Post
Post Office
Office The Ltd’s
Ltd Operator I Supplier
UV Lights . x x
Hearing Loops x x
Flip Top Tills x x
Visi-Frames {one per office) x
Waste bins, clocks x
White goods (electrical appliancesO x
Electrical Sockets/works x
A Frames x
Paystation Consumables Xx x
Paystation terminal x x
ATM x x
Till inserts Xx
Speech enhancement unit x
BOC Rate Board - New Cover x x
7
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APPENDIX 3 - Conditions of Appointment.
A copy of Conditions of Appointment addendum attached
1 The Operator shall comply (and in the case of ongoing obligations) shall continue to
comply for the duration of the Agreement at its own expense with the following
conditions of appointment and shall ensure that any works/actions that it is required to
carry out or perform in order to achieve compliance with the relevant condition of
appointment are carried out or performed by the date specified below for the relevant
condition.
2 The Operator shall not be in breach of the Agreement, nor liable for any failure or delay
in complying with any condition of appointment by the date specified above, if the
Operator is prevented or delayed from complying with such condition of appointment by
a Force Majeure Event, provided that the Operator must:
2.1 promptly notify Post Office Ltd in writing of the nature and extent of the Force
Majeure Event together with any additional information as Post Office Ltd may
reasonably require; and
2.2 use its best efforts to remove or overcome the effects of such Force Majeure
Event.
3 Following any notice from the Operator in accordance with paragraph 3.1, the Parties
shall discuss the effect of the Force Majeure Event on the relevant condition(s) of
appointment, and use all reasonable endeavours to agree any changes to the condition(s)
of appointment that may be required as a result, which may include agreeing a revised
date for the Operator to achieve compliance with the relevant condition(s) of
appointment.
4 For the purposes of paragraph 3 above, Force Majeure Event shall mean the occurrence
of any:
44a Acts of God, fire, explosion, flood, earthquake or other natural disaster;
4.2 war, riot, civil commotion, terrorist attack;
43 interruption or failure of utility service, including electric power, gas or water;
44 law or government order, rule, regulation or direction, or any action taken by a
government or public authority, including failing to grant a necessary licence or
consent (provided that the Operator has used its best endeavours to obtain such
licence or consent); and
4.5 refusal by the landlord and/or owner of the Branch Premises to grant any
necessary permission or consent(provided that the Operator has used its best
endeavours to obtain relief from such covenant and/or to obtain such licence or
consent),
which directly causes the Operator to be unable to comply with the relevant condition of
appointment by the date specified, provided that such event does not arise from the
negligence of the Operator.
5 ATM
Operator will continue to comply with the existing ATM Agreement in respect of the Branch.
3A_3790167_19 Bedminster Parade 162511 NTM1 CLEARED 01.10.12
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Post Office Main Branch Format Scoping Visit Report - 162511
BEDMINSTER PARADE
Appendix A
Post Office Responsibilities
Projecting Signs
medium 600mm non-illuminated
Branch Name Add-on
Bureau de Change Add-on
Facia
Med Spec Non Illuminated with feature pod
Sign 2000 Survey& Install
Survey
Install
External Facing Signage
opening hours in ‘visi’ frame -standard and
retail combi hours
Window Manifestation
Services Panel Vinyl Graphic
A4 assistance Option 1
bdc rate board cover
Internal Signage - Wall Mounted
A4 Assistance Sign Choose either Option 1
or 2
Internal Hanging
retail combi services
welcome / thank you sign
‘travel money’
Bulkhead
Post Office counter foamex
Queuing
queue barrier inserts
queue barrier travel roundels
Counter
Do not lean Vinyl
Cash Restricted Vinyl
Respect vinyl
position closed strut card
retail combi services strut card
Point of Sale - Internal
Ai Wall Mounted Poster Holder
Wall Mounted Forms Unit
Combi Counter
SSOC Unit Option 1
Post Office Main Branch Format Be Visit Report V2.0 Page 1 of 5
POL-BSFF-WITN-017-0038623_0351
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FX141 Scales
SIDs
Portable Induction Loop
Brief Case Till Insert - Screenless
Open Plan Counter Positions
1568 CO Open Plan Single Desk
CO Parcels Unit
Back of Counter Forms/Leaflets Storage Unit
Counter Gate
FX141 Scales
Triple Drop Bag Fitting.
Counter Chairs with free-rolling castors, for
use on carpeted surfaces.
Induction Loop System
Desking retention unit
S!Ds
Brief Case Till Insert - Screenless
Screenless Counter Security Equipment
Flip Top Till
Flip Top Till Delivery & Installation by
Safetelt
RollerCash 998 Single User £24K cash
holding
Delivery & installation of Ist RollerCash 998
unit
Bo fe Ie I: +}
Fortress Counter Positions
2 position 1350 CO Fortress Counter with
Parcel Acceptance Device & Secure Door
Back of Counter Forms/Leaflets Storage Unit
FX141 Scales
Speech Enhancement System
Induction Loop System
Triple Drop Bag Fitting.
Counter Chairs with free-rolling castors, for
Byefiefe jatis
use on carpeted surfaces. 2
SiDs 3
Fixtures Ee a
Queue Barrier System - A tape system is
adequate up to a maximum of 3 sections (4
posts in a run). Systems with 4+ sections
must be fitted with fixed rails. 4.00
Queue Management System - Option 3
$Q1.5 - A simple call forward system which
can be installed by
anybody capable of plugging in a computer! 4.00
Post Office Main Branch Format gy? Visit Report V2.0 Page 2 of 5
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Writing Desk - Dual Height - One unit for
every 3 counter positions. 4
Single Customer Seat
Post Office Main Branch Format ogy Visit Report V2.0 Page 3 of 5
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Appendix B
Operator Responsibilities- Enabling and Cosmetic works
Actions required
Please list all actions required, and who the action owner is, to ensure the planned works can
take place, once the NT programme office has approved the case.
Please include detail of any quotes or planning permissions required & please add the contact
details of suppliers who will be asked to supply quotes.
Action Description Owner Approved Supplier
Enabling work
required t
Changes to entrance to Sourced Locally by agent
enable automatic door.
Building Work Changes to rear counter wall I Operator
and access/security wall.
Counters, painting, ceiling Sourced Locally by agent
Shopfitting walls flooring (new and Operator
cleaning current.
Lighting and counter electrics
for scales, paystation, speech
enhancement, customer call
Electrical Work forward, hearing loops, safe Operator Sourced Locally by agent
and flip top till on SSOC,
changes to security camera
system etc
Other work required
Cleaning Windows Operator Sourced Locally by agent
Walls to be decorated as Operator Sourced Locally by agent
Decoration ‘
required
Floor New entrance matt, clean Operator List attached to this letter
Finishing laminate flooring, replace
flooring both infront and
behind the counter.
Lighting New lighting to brighten the Operator Sourced Locally by agent
branch
Career-wear All POL Employees Operator Dimensions
Wall Clock X41 Operator List attached to this letter
Post Office Main Branch Format. agape Visit Report V2.0 Page 4 of 5
© June 2021-10
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PART A - GENERAL CONDITIONS OF APPOINTMENT
ACCESSIBILITY CONDITIONS OF APPOINTMENT - GENERAL
Condition of Appointment
Date for Completion
EA18
‘Operator will install and maintain lighting [as
described below] to ensure that the entrance is at
all times when the branch is open well-lit [describe
lighting required]
Branch Opening Date
EAI9
Operator will remove all obstructions from the
doorway and ensure that the doorway is at all
times kept free from obstructions (e.g. photo
booth, A-frame signs, bins, stock etc)
Branch Opening Date
EA26
Operator will ensure that door mats are secured
and flush fitting, and made of materials that do
not significantly impede the progress of a
wheelchair or other mobility aids
Branch Opening Date
EA31
The Operator shall ensure that floors or floor
coverings are level, clean, free of spills and free of
tripping hazards[, specifically by taking the
following action describe any action required to
achieve this].
Branch Opening Date
EA32
The Operator shall ensure that the premises are
well-lit [specifically by taking the following action
describe any action required to achieve this]
Branch Opening Date
EA33
The Operator will remove all obstructions from the
aisles and ensure that aisles are kept free of
obstructions (e.g. boxes, display/promotion
stands, fire extinguishers) so as to ensure that
aisle width is not reduced and that it is not
otherwise awkward for a customer in a wheelchair
or with mobility difficulties to manoeuvre through
the aisles
Branch Opening Date
EA41
Operator will ensure that the queuing area,
including any seating area, is kept free of
obstructions (e.g. boxes, display/promotion
stands, fire extinguishers) where these reduce the
width of the area or otherwise make it awkward
for a customer in a wheelchair or with mobility
difficulties to manoeuvre
Branch Opening Date
EA4S.
Operator will install, maintain and keep charged
and available for customers at all times an
induction loop system
Branch Opening Date
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Bedminster 164511
POL-BSFF-WITN-017-0038623_0355
PART B - SITE SPECIFIC CONDITIONS OF APPOINTMENT
RETAIL STANDARDS CONDITIONS OF APPOINTMENT - SITE SPECIFIC
Condition of Appointment
Date for Completion
3 Operator to repair/replace lighting in the interior
of the Branch Premises to a standard of at least
750 lux.
Branch Opening Date
6. ‘Operator to remedy any health and safety risks
identified as being present at the Branch
Premises.
Branch Opening Date
3A_3967853_9
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Tab 8.4
Please sign arid returti
7 both copies,
0: " ,
Post Office Limited Post Office Ltd will
148 Old Street Countersign and return
London one copy of each for
EC1V 9HQ PY OF each for
your records,
RE: Filton BRANCH (EXISTING BRANCH) - TERMINATION REQUEST LETTER
1. I, Mr Rajesh Takyar of 2 - 3 Church View Filton Bristol City Of Bristol BS34 7BT (Existing Agent)
hereby offer to terminate my current subpostmaster contract with Post Office Limited for the
operation of the Existing Branch (Existing Contract) by mutual consent on the terms set out in this
Termination Request Letter on less than the notice period required by the Existing Contract to enable
me to enter into a new contract with Post Office Limited to operate a Main Post Office Branch from
the same premises.
2. Iacknowledge and agree that:
2.1 if and only if this signed Termination Request Letter is subrnitted to Post Office Limited within
the timescales previously notified to me by Post Office Limited, I will be deemed to have made a
legal offer to Post Office Limited to terminate the Existing Contract with effect from 23:59 on
the day immediately before 14/11/2013 or such later date as may be notified in writing by Post
Office Limited to the Operator (the Start Date) (Request to Terminate);
2.2 I will not be able to withdraw my Request to Terminate without the prior written consent of
Post Office Limited;
2.3 my Request to Terminate may only be accepted by Post Office Limited in writing within two
weeks of the date on which Post Office Limited receives this Termination Request Letter
properly signed by me (Acceptance Period). If Post Office Limited does not accept my Request
te Terminate by signing and returning to me one copy of this Termination Request Letter
before the Acceptance Period has ended, it shall be deemed to have been rejected and I shall
continue to operate the Existing Branch in accordance with the Existing Contract, which shall
continue in full force and effect, subject to its terms;
2.4 if the Main Post Office Agreement between Post Office Limited and me in relation to the Branch
(Agreement) is terminated by Post Office Limited at any time in accordance with the terms of
the Agreement prior to the Start Date, Post Office Limited’s acceptance of my Request to
Terminate shall be deemed to have been immediately withdrawn and I shall continue to operate
the Existing Branch in accordance with the Existing Contract, which shall continue in full force
and effect, subject to its terms:
2.5 _ if the Existing Contract is terminated by Post Office Limited in accordance with its terms prior to
the Start Date, the Agreement may be terminated by Post Office Limited immediately by giving
written notice to me under the Agreement;
2.6 the Existing Contract shall continue in full force and effect (subject always to the prior exercise
by Post Office Limited of any right of termination contained in the Existing Contract) up to and
including 23:59 of the day immediately before the Start Date, at which time (provided Post
Office Limited has accepted my Request to Terminate in accordance with the terms of this
Termination Request Letter) the Existing Contract shall be deemed to have been terminated by
the mutual agreement of both myself and Post Office Limited;
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Tab 8.4 Supporti
2.7 I shall be required to continue to operate the Existing Branch in accordance with the terms of
the Existing Contract up to and including 23:59 of the day immediately before the Start Date;
2.8 the termination of the Existing Contract shall be without prejudice to: (i) any rights and/or
obligations of me and/or Post Office Limited accrued under the Existing Contract before the
Start Date; (ii) any rights and/or obligations under the Existing Contract that are expressed to
survive termination; and (iii) the payment of any money owed, whether under the terms of the
Existing Contract or any other contract or lease or licence between me and Post Office Limited
or between me and any company in the Royal Mail Group (meaning Royal Mail Group Limited,
its holding companies and subsidiaries, and any subsidiaries of such holding companies. For the
purposes of this Termination Request Letter, holding company and subsidiary shall have the
meanings given to them in section 1159 of the Companies Act 2006);
2.9 without affecting any amounts due to me which have accrued under the Existing Contract in
relation to the period before the Start Date, I shall cease to be entitled to all of the rights and
benefits under the Existing Contract, including, where applicable, remuneration payable under
that contract, statutory sick pay, sick absence scheme substitution allowance, absence to attend
territorial or reserve forces allowance or holiday substitution allowance from 00:00 hours on
the Start Date;
2.10 I acknowledge that any statutory obligations relating to the staff at the Existing Branch which
may apply as a consequence of termination of the Existing Contract shall be my responsibility;
and
2.11 Post Office Limited shall have no liability to me if I fail to submit my Request to Terminate to
Post Office Limited or fails to do so within Post Office Limited's timescales.
3 > Conversion Payment
I further acknowledge and agree that:
3.1. Post Office Limited has certain obligations under the Agreement to pay me the Conversion
Payment (as defined in the Agreement), subject to the relevant terms and conditions set out in
the Agreement;
3.2 Post Office Limited will not be liable for any tax which may be due, or for any other deduction
required to be made, in respect of the Conversion Payment;
3.3. the Conversion Payment paid to the Operator under the Agreement shall be in full and final
settlement of any and all claims that I (being either the operator being appointed by Post Office
Ltd under the Agreement have or may have against Post Office Limited (or any other member
of the Royal Mail Group) or its officers or employees howsoever arising and whether arising out
of the termination of my position and the Existing Contract and whether under common law,
contract, statute or otherwise. I agree that this is reasonable given that I am the operator being
appointed by Post Office Ltd under the Agreement.
3A_4059364_5
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36
POL-BSFF-WITN-017-0038623_0358
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I confirm that neither Post Office Limited or any person connected with Post Office Limited has placed me
under any pressure or undue influence to sign this Termination Request Letter and that I have taken
independent professional advice on the terms of this Termination Request Letter.
Signed
IAL,
Print Name: Mr Rajesh Takyar ..
(Existing Agent of the Existing Branch)
dy fio la,
Date:
{Occupation of Witness) *
TO BE COMPLETED BY POST OFFICE LIMITED:
The Request to Terminate set out above is EITHER
Accepted*
BR
NotAccepted*
by Post Office Limited.
*delete as applicable
Signed “a
Print Name: Christine Harrison picniesgeclaecta
1 Contractual Agreement Production Manager
itle: ase
a duly authorised signatory of Post Office Limited
96 MM. 2O1D
3A_4059364_5
‘TRLi CLEARED 01.10.12
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Please sign and retum
both copies.
ON SITE MAIN POST OFFICE® AGREEMENT Post Office Ltd will
countersign and return
one copy of each for
your records.
All capitalised terms not defined in this Preface have the meanings given to them in the Standard
Conditions for the Operation of a Main Post Office® Branch (On Site, Post Office Limited Cash) (the
Standard Conditions).
PREFACE
This Preface is part of an Agreement between Post Office Limited and the Operator for the
operation of a Main Post Office Branch (as defined in the Standard Conditions) at the Branch
Premises (as defined below).
The Agreement consists of the following documents
e This Preface and the following Appendices to it:
o Appendix 1 - Works at the Branch Premises and Plan
o Appendix 2 - Equipment
o Appendix 3 - Conditions of Appointment
¢ The Standard Conditions
¢ The Manual (as defined in the Standard Conditions)
¢ The Fees Booklet (as defined in the Standard Conditions)
1. The Agreement is between:
(a) Post Office Limited (Company No. 02154540), whose registered office address is at 148 Old
Street, London, EC1V 9HQ (Post Office Ltd); and
(b) Mr Rajesh Takyar of 2 - 3 Church View, Filton, Bristol, City Of Bristol, BS34 7BT (the
Operator)
2. The Branch Premises are the Operator's premises at: 2 - 3 Church View, Filton, Bristol, City Of
Bristol, BS34 7BT.
3. The Branch will have 4 Dedicated Post Office Counter Positions at the Start Date.
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4, The Minimum Hours for the operation of the Branch are:
Monday 07:30 to 17:30
Tuesday 07:30 to 17:30
Wednesday 07:30 to 17:30
Thursday 07:30 to 17:30
Friday 07:30 to 17:30
Saturday 07:30 to 17:30
Sunday 07:30 to 17:30
including on any public or statutory holidays on which the Basic Business is open to the public.
5, The Commencement Date of the Agreement is the date on which this Preface is signed by Post
Office Ltd (as set out below).
6. The Start Date on which the Operator will begin the operation of the Branch at the Branch
Premises will be 14/11/2013 or such other date as may either be agreed in writing between
the Parties at any time or (where the Operator has not complied with any of the terms of the
Agreement, including any Conditions of Appointment which are required to be completed before
the Start Date) be determined by Post Office Ltd in its absolute discretion and notified in writing
to the Operator at any time.
7. The Basic Business at the Branch Premises is - Convenience Store.
8. The Fees payable by Post Office Ltd to the Operator from the Start Date for the first and second
Accounting Periods (as defined in Part 1 of the Standard Conditions) (calculated with effect from
the Accounting Period within which the Start Date falls), shall be:
First Accounting Period: £5350:00 Prorated per number of days open in this month.
Second Accounting Period: £5350:00
(the First Fees Payments) and thereafter a variable payment shall be made, calculated on a
“per Transaction” basis in accordance with clauses 3.4.1 and 3.4.2 of Part 3 of the Standard
Conditions. Where the Start Date falls within an Accounting Period after Post Office Ltd's
payment cut-off date, the Operator shall not receive the First Fees Payment for that
Accounting Period until the end of the following Accounting Period.
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9. The Operator's VAT Number is 125553229
10. Equipment, Works and Funding
10.1 Post Office Ltd will pay for all of the costs of obtaining and installing the Post Office Ltd Funded
Equipment listed in Appendix 2 of this Preface.
10.2 In addition, Post Office Ltd will contribute to the cost of the Post Office Ltd Funded Works
(including the Enabling Works and Cosmetic Works) described in Appendix 1 of this Preface up
to £7800 (the Investment Amount). If the final total costs of the Post Office Ltd Funded Works
exceed the Investment Amount, the Operator will be responsible for the excess, unless
otherwise agreed in writing by Post Office Ltd. Part 3 of the Standard Conditions also applies to
the calculation and payment of the Investment Amount.
10.3. The Operator will pay for all of the costs of the Operator Funded Works, if any, listed in
Appendix 1 and all of the costs of the Operator Funded Equipment listed in Appendix 2.
11. — Conversion Payment
Post Office Ltd shall, in addition to the funding for the Post Office Ltd Funded Equipment and Post
Office Ltd Funded Works referred to in clause 10 above, and subject to Part 3 of the Standard
Conditions, pay the Operator a further sum of £10,000 (including VAT) on or about the
Commencement Date.
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The Operator and Post Office Ltd hereby agree to enter into the Agreement as defined above.
OPERATOR
I Rajesh Takyar I
Either: Signature of Operator (if an Second Signature (not required if Operator is an
individual) individual or where the Operator is a single
OR: Signature of Director or partner if a director company with no separate company
company or partnership secretary)
Signature of Director/Company Secretary or
partner if a company or partnership
I Rajesh Takyar I
Typed or Printed Name Typed or Printed Name
Title: Operator/Partner/Director Title: Director/Company Secretary/Partner
PARIACR.
Date 28 ho\a, Date
An authorised signatory
Tyehristine Hamigon.
. Contractual Agreément Production Manager
Title
Date 26 11.2013 ,
4A_24068086_8 224511Filton - DL
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POL-BSFF-WITN-017-0038623_0363
Tab 8.4 Supporting Docurnents Bundle
APPENDIX 1
WORKS AT THE BRANCH PREMISES AND PLAN
Post Office Main Branch Format Scoping Visit Report - FILTON 224511
Appendix A
ay
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medium 600mm illuminated
NCH NAME ADD-ON
2s
Yes
Services Panel Vinyl Graphic 1.00
Door vinyls - E-EXF-0070D 1.00
Door vinyls - E-EXF-O007PP 1.00
1.00
Option 1 1.
Te [2S
1.00
Post Office counter foamex _ 3.50
queue barrier inserts - B 1.00
queue barrier inserts - C 1.00
Do not lean Vinyl 2.00
Cash Restricted Vinyl 2.00
Respect vinyl 1.00
4A_24068086_8
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position closed strut card
Cable hanging system
A1 Window Poster Holder
Pod Panel Leaflet Holders
Counter Positions)
POD Panel
Double Open Plan Desk 1.00
Counter Chairs with free-rolling castors for use on 1.00
carpeted surfaces (Open Plan Counter Positions).
Induction Loop System (Open Plan Counter Positions) 2.00
Induction Loop System Call out Charge (Open Plan 1.00
Brief Case Till Insert - Screenless.
SIDs (Open Plan Counter Positions)
Counter Access Gate BF-001
Counter Partition
FX141 Scales (Open Plan Counter Positions)
Triple Drop Bag Fitting (Open Plan Counter Positions)
enless ie ipme'
Flip Top Till Installation cost per additional unit installed at I 2.00 I
the same site by Safetell or if a Flip Top Till is fitted at the
same time as a Cash Funding Unit
Flip Top Till Supply only 2.00
Delivery & installation of Ist RollerCash 998 unit 1.00
RollerCash 998 Dual User 24K cash holding 1.00
Narrow Fortress Counter 1720mm wide. includes a PH of I 1.00
465mm fitted to the right. Addition width is to fit a safe
under the PH.
Back of Counter Forms/Leaflets Storage Unit (Fortress 1.00
224511 Filton - DL
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Counter Positions)
FX141 Scales 1.00
Speech Enhancement System - This system includes a 1.00
fixed induction loop
Brief Case Till Insert - Fortress 1.00
SIDs (Fortress Counter Positions) 1.00
Counter Chairs with free-rolling castors for use on 1.00
a surfaces.
Conversation Area
Option 2 Stow- able Sonne eater desk format 1.00
b hee ~ Fixtures _ oe
canes wall mounted clock 1.00
Customer Waste Bin 1.00
Writing Desk - Dual Height - One unit for every 3 counter I 1.00
positions.
Queue Barrier System 5.00
Careerwear 5.00
APPENDIX B
POST OFFICE NETWORK TRANSFORMATION
PRICING DOCUMENT FOR SUPPLIERS QUOTING FOR POST OFFICE ENABLING WORKS
BRANCH NAME: FILTON
BRANCH CODE: 224511
SUB-POSTMASTER MR RAJESH TAKYAR
NAME:
4A_24068086_8 224511Filton - DL
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1.) Please get your suppliers to fill out the information below where applicable
2.) Please do not price any retail works as part of this document
3.) Your supplier will need to supply a company headed letter summarising the total of the quote and attach it to
this document
4.) If you wish to supply any other information please do so
5.) Note to supplier: once this is completed please return to the sub-post master who will supply this to the post
office network transformation team
6.) This document will be used by the post office network transformation team to evaluate the quoted works
Cosmetic Activities
Activities Details Total (£)
c2 New floor finishes New flooring for the
entrance matting, Post
Office customer area and
the areas behind the
fortress and open plan
counters. To be supplied
to Post Office
specifications.
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c1
New ceilings including some bulkheads
Asuspended ceiling to
be installed in the Post
Office side of the retail
unit.
ca
New light fittings (connected to existing lighting circuit)
New light fittings to be
installed in the Post
Office side of the retail
unit,
cli
Decoration to external shop front (rate is based on the
total area of the shop front)
A deep clean and touch
in of the external
woodwork, existing viny!
menu (2) boards to be
removed from widows.
c12
Wall/ ceiling decoration
Walls of the Post Office
side of the retail unit
decorated to Post office
specifications.
13
Full Clean of walls and ceiling
A deep clean of the
premises on completion
of the refurbishment
programme.
Sub Total (£)
Enabling Activities
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Activities Details Total (£)
£2 Demolish blockwork (including removal of debris from Part of the central wall
site) dividing the two units to
be removed to improve
customer access routes.
E7 Making good lighting etc following removal of the existing I Lighting to be made good
counter (per counter) following the removal of
the existing fortress
counter.
ES Making good ceiling following the removal of existing Ceiling to be made good
counter (per counter) following the removal of
the existing fortress
counter.
—9 Security studwork for secure walls around and bulkhead Asecure wall to the side
above the fortress. of the fortress counter
and the buikhead above
the fortress counter,
built to Post Office
security specifications.
E3 Demolish counter positions (including removal of debris Demolish existing
from site) fortress counter and
remove debris from site.
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E11 Standard Security Door 925mm x 2045 Two secure doors to Post
Office security
specifications installed
between the fortress and
open plan counters and
the door behind the
I open plan counter that
I houses the existing safe.
E12 General strip out (including taking out fittings ceilings floor I A general strip out of the
finishes etc.) existing fortress and back
office area to
accommodate necessary
changes, all existing
shelving behind the
fortress counter
removed, some
relocated to the back
office. A shelf to be
installed above the triple
drop bagfittinginthe I
open plan counter area.
‘Sub Total (£)
Other Actions
Quote required I Own I Total (£)
from er
Carpet cleaning
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Full Clean of walls and ceiling
Walls / ceiling decoration
Decoration to external shop front
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ZLE0 €Z98E00-ZL0-NLIM-434SE8-10d
APPENDIX 2 - EQUIPMENT
Items of equipment that may be required as part of Network Transformation Programme conversion to a Main Post Office branch
Items to be
returned to
Post Office Ltd
I or its supplier
Who is responsible for maintenance I at end of the
Who orders and pays for Equipment? of the Equipment? Agreement
Item for installation in Main Post Office branch Operator Funded i]
Equipment - The I
Post Office Ltd Operator orders
Funded and pays with no Post
Equipment - Post reimbursement Office
Office Ltd orders I from Post Office Post The Ltd's
and pays for Ltd Office Ltd Operator supplier
Signage (including internal signage. survey and install) x xX
Safes (Main safe) including MMG x x xX
Electronic Scales x x x
Alarms installed by Romec (monitoring and maintenance
will be provided by, or on behalf of, Post Office Ltd during
the term of the Agreement only). Xx x
Bureau de Change Rate Board x x x
Counter Desking/ FSS desking and privacy
Screens/conversation area x x _
Customer seating/Counter Staff Seating x x
Cash Funding Unit (Rollercash/Bidi etc) x xX x
Horizon x x x
Secure Counters (including anti-bandit screens and parcel
hatches) x x
Drop bag Fittings x x x
Post & Go Xx x Xx “I
AE! Kiosk x x x
AEI Consumables (including curtains and Styli) x x x
Mails Acceptance Unit x x x
[Mails Integrity unit/secure mail storage x x x
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LS
Queue Management (barrier)
Call Forward
Coin Cabinets
Self inking date stamp
Retention Units
>< I><I><I><]><
>< ><] >< )><I><
Branch Consumables (subject to reasonable use) printer
rolls & cartridges.
bed
Fed
Name Badges
I Coin Hoppers
><) >< [><
Note Counters (to be obtained at the option of the
Operator)
Pedestals
Footrests
Mobile Till Trolieys
>< [>< >< ><
Test Weights
UV Lights
Hearing Loops (portable)
x
CCTV installed by ROMEC (POL Security Requirement only)
Flip Top Tilis
Visi-Frames (one per office)
A Frames
Paystation™ terminal
>< I >< }><I>< [>< ]>< ><} >< ]>< >< ><
Telephone line to be connected to Paystation™ terminal (if
required)
ATM
Till inserts (if Post Office Ltd determines that these are
required)
Speech enhancement unit
po
BDC rate board - new cover
n/a
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APPENDIX 3 - Conditions of Appointment
1 The Operator shall comply (and in the case of ongoing obligations) shall continue
to comply for the duration of the Agreement at its own expense with the following
conditions of appointment and shall ensure that any works/actions that it is
required to carry out or perform in order to achieve compliance with the relevant
condition of appointment are carried out or performed by the date specified below
for the relevant condition.
2 The Operator shall not be in breach of the Agreement, nor liable for any failure or
delay in complying with any condition of appointment by the date specified above,
if the Operator is prevented or delayed from complying with such condition of
appointment by a Force Majeure Event, provided that the Operator must:
2.1 promptly notify Post Office Ltd in writing of the nature and extent of the
Force Majeure Event together with any additional information as Post
Office Ltd may reasonably require; and
2.2 use its best efforts to remove or overcome the effects of such Force
Majeure Event.
3 Following any notice from the Operator in accordance with paragraph 2.1, the
Parties shall discuss the effect of the Force. Majeure Event on the relevant
condition(s) of appointment, and use all reasonable endeavours to agree any
changes to the condition(s) of appointment that may be required as a result,
which may include agreeing a revised date for the Operator to achieve compliance
with the relevant condition(s) of appointment.
4 For the purposes of paragraph 3 above, Force Majeure Event shall mean the
occurrence of any:
4.1 Acts of God, fire, explosion, flood, earthquake or other natural disaster:
4.2 war, riot. civil commotion, terrorist attack;
4.3 interruption or failure of utility service, including electric power, gas or
water;
4.4 — law or government order, rule, regulation or direction, or any action taken
by a government or public authority, including failing to grant a necessary
licence or consent (provided that the Operator has used its best
endeavours to obtain such licence or consent); and
4.5 refusal by the landlord and/or owner of the Branch Premises to grant any
necessary permission or consent(provided that the Operator has used its
best endeavours to obtain such licence or consent),
which directly causes the Operator to be unable to comply with the relevant
condition of appointment by the date specified, provided that such event does not
arise from the negligence of the Operator.
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PART A —- GENERAL CONDITIONS OF APPOINTMENT
Condition of Appointment Date for Completion
Operator will install and maintain lighting to Branch Opening Date
EA18 I ensure that the entrance is at all times when the
branch is open well-lit
Operator will remove all obstructions from the Branch Opening Date
doorway and ensure that the doorway is at all
times kept free from obstructions (e.g. photo
booth, A-frame signs, bins, stock etc)
EAL9
Operator will ensure that door mats are secured I Branch Opening Date
and flush fitting, and made of materials that do
not significantly impede the progress of a
wheelchair or other mobility aids
EA26
The Operator shall ensure that floors or floor Branch Opening Date
EA31_ I coverings are level, clean, free of spills and free of
tripping hazards
The Operator shall ensure that the premises are I Branch Opening Date
Asa well-lit
The Operator will remove all obstructions from the I Branch Opening Date
aisles and ensure that aisles are kept free of
obstructions (e.g. boxes, display/promotion
stands, fire extinguishers) so as to ensure that
aisle width is not reduced and that it is not
otherwise awkward for a customer in a wheelchair
or with mobility difficulties to manoeuvre through
the aisles
EA33
Operator will ensure that the queuing area, Branch Opening Date
including any seating area, is kept free of
obstructions (e.g. boxes, display/promotion
EA41 I stands, fire extinguishers) where these reduce the
width of the area or otherwise make it awkward
for a customer in a wheelchair or with mobility
difficulties to manoeuvre
Operator will install, maintain and keep charged Branch Opening Date
and available for customers at all times an
EA45 I induction loop system
Operator will ensure that signs are installed in the I Branch Opening Date
counter area to clearly indicate to the customers
EA46 I that an induction loop is available
Operator will ensure that any signs provided by Branch Opening Date
Post Office Ltd to indicate which materials can be
provided in alternative formats to assist those with
visual impairments are clearly displayed in the
counter area
EA47
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EA48
Operator will ensure that its staff are aware of the
ways in which it may be possible to change
materials on the spot within the branch so as to
be visible or usable by customers with visual
impairments, e.g. free use of any photocopier to
enlarge documents, free use of magnifying glass
etc
Branch Opening Date
EAS3
Operator will ensure that all people providing
services to customers at the branch will undertake
Post Office Ltd - approved training covering:
- the obligations on service providers under
the Equality Act 2010
- the approach to be taken by those providing
Post Office services in order to ensure
compliance with legislation and generally to
maximise the accessibility of Post Office
Services
Branch Opening Date
PART B — SITE SPECIFIC CONDITIONS OF APPOINTMENT
RETAIL Sue GLE CONBTTONS OF AER SITE sl
Condition of Appointment
Date for Completion
Operator to carry out a deep clean of the interior
of the Branch Premises
Branch Opening Date
Operator to repair/replace lighting in the interior
of the Branch Premises to a standard of at least
750 lux.
Branch Opening Date
Operator to remedy any health and safety risks
identified as being present at the Branch
Premises.
Branch Opening Date
Operator to clean the windows of the Branch
Premises (inside and outside)
Branch Opening Date
Operator to clean the external paintwork of the
Branch Premises
Branch Opening Date
ACCESSIBILITY CONDITIONS OF APPOINTMENT SITE SPECIFIC
Condition of Appointment
Date for Completion
Operator will ensure that the additional aisle width
is created to enable wheelchair customers to
manoeuvre through the aisles in compliance with
the standards in Post Office Ltd’s Accessibility
Guide.
Branch Opening Date
Operator will ensure that adequate turning space
is created in compliance with the standards in Post
Office Ltd’s Accessibility Guide.
Branch Opening Date
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Tab 9.4 Supporting Documents Bundle
Historical Shortfall Scheme
Application to join the Scheme
Please read this information before completing the application form
Please only complete one application form. If your claim relates to multiple branches and/or shortfalls, please include
these in the same form. If you contracted with Post Office as various legal entities, you will need to complete a separate
application for each legal entity. You may use separate sheets of paper to complete the application form if necessary.
When submitting your application, you should submit relevant supporting material that will enable your application to
be properly considered. Failing to provide this information with your application may result in unnecessary delays.
In light of the ongoing Coronavirus situation, please apply by email to minimise any potential delays with processing
applications. If you don't have an email address yourself, a family member or friend is welcome to email on your behalf.
If you do not have any access to an email address to submit all or part of your application, in those circumstances
applications can be sent by post. Please note postal applications and queries may not be processed immediately given
the current circumstances.
If any additional information is required to help progress your application, you will be contacted about this.
This application form, the Eligibility Criteria and the Terms of Reference contain formal legal information and language
that is necessary for the integrity of the scheme. Where possible, such as in the questions and answers to help you
complete your application, we have kept the information as clear and straightforward as possible.
Applications and other communications should be sent:
by email to historicalshortfallschems I GRO
or by post to Post Office Historical Shortfall Scheme, PO Box 76882, London EIW ORR. Please use Royal Mail as
PO Box addresses can only accept post from Royal Mail and not from other carriers or couriers. If you do need to
apply by post, please only provide copies of the supporting documents/material rather than original documents,
which should be retained for your own records, and we advise using a trackable service such as Royal Mail Special
Delivery if sending documents by post. Postal applications should only be submitted if the applicant has no access
to an email address they can use.
Please note these are Post Office addresses as this is a Post Office scheme - please be assured eligible claims will be
assessed by an independent advisory panel.
In order to be eligible for the Historical Shortfall Scheme, you must meet all of the criteria set out below:
I. You must have, or have previously had, a contract directly with Post Office. If you are applying to the scheme
on behalf of another person or a company, they must have, or have previously had, a contract directly with
Post Office.
2. Your application must relate to shortfalls which arose in respect of previous versions of Horizon (sometimes
referred to as Legacy Horizon, Horizon Online or HNG-X). Please note that the High Court has held that the
current version of Horizon (HNG-A - sometimes referred to as the ‘Branch Technology Upgrade’) is robust relative
to comparable systems. If you have a concern you believe is related to the current version of Horizon. please
contact casereviewteart, ind if you experience an operational issue when using the current
version of Horizon please report it to the Branch Support Centre.
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Tab 9.4 Supporting Documents Bundle
3. Ifyou are making an application on behalf of another person, you must be a legally appointed assignee, personal
representative, attorney or deputy of the person you are making the application on behalf of. Please note that you
must provide proof of this legal relationship when you submit your application.
4. You must agree to be bound by the Terms of Reference for the scheme. A copy of the Terms of Reference is
available on the scheme website and is also contained below within the application form.
5. Your application and time with Post Office must not involve or relate to any criminal conviction(s). Only the
criminal appeal courts can consider past convictions, Please note a caution is not a criminal conviction and will not
affect eligibility for the scheme.
6. You must not have been part of the group litigation against Post Office that settled in December 2019,
The settlement reached by the parties was full and final. You must also not have entered into a settlement
agreement with Post Office other than as part of the Initial Complaint Review and Mediation Scheme
commenced in 2013 or as a result of Network Transformation or other scheme.
GRO
For further information about how Post Office will process your information, please see the privacy policy at
www.onepostoffice.co.uk/scheme.
If you are unsure whether you are eligible for the scheme, please contact historicalshortfallschems /
Historical Shortfall Scheme Terms of Reference
In order to enter the Historical Shortfall Scheme, you must agree to these terms of reference.
1. Post Office intends to establish the Historical Shortfall Scheme (the “Scheme”) to address past issues regarding its
point-of-sale accounting system, Horizon.
2. The purpose of the Scheme is to resolve past issues with current and former postmasters who, in good faith,
believe they may have been affected by shortfalls which relate to previous versions of Horizon (sometimes
referred to as Legacy Horizon, Horizon Online or HNG-X) (“Historical Shortfalls”). The Scheme will not
deal with issues arising with the current version of Horizon (HNG-A, sometimes referred to as the ‘Branch
Technology Upgrade’).
3. All applications to join the Scheme must be received by Post Office by midnight on Friday 14 August 2020. If they
are not. Applicants will not be eligible to join the Scheme unless Post Office agrees otherwise.
4. Applications and other communications should be sei
4.1 by email to historicalshortfallschemd__
4.2 or by post to Post Office Historical Shortfall Scheme, PO Box 76882, London E1W RR, Please use Royal Mail
as PO Box addresses can only accept post from Royal Mail and not from other carriers or couriers.
In light of the ongoing Coronavirus situation, at the time of launch (1 May 2020) post may not be dealt
with immediately. Please apply by email; postal applications should only be submitted if the applicant
has no access to an email address they can use. We will update the information on the scheme website
if circumstances change.
Please note these are Post Office addresses as this is a Post Office scheme - please be assured eligible
applications will be assessed by an independent advisory panel.
5. Applicants to the Scheme are required to agree to these Terms of Reference. Applicants who do not agree to the
Terms of Reference will not be eligible to participate in the Scheme.
6. Once an application has been made, either party may write to the other to request relevant information
The parties shall co-operate with one another in providing any information which the other party may reasonably
request. Information obtained and provided in relation to each application should be proportionate to the
circumstances of that application.
7. Eligible applications made under the Scheme will be individually investigated and the outcomes assessed by an
independent advisory panel. Following assessment of the claim, Post Office will write to the Applicant setting out
the outcome of his or her application,
8. In the event the Applicant is dissatisfied with the outcome of his or her application, the following Dispute
Resolution Procedure shall apply:
2
2
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a. The Applicant must notify Post Office by email or post within 28 days that he or she wishes to engage the
dispute resolution procedure. Please see the previous advice around using email wherever possible in light of
the ongoing Coronavirus situation.
b. As soon as is practicable, at least one Post Office representative shall meet with the Applicant by telephone
and endeavour to resolve al issues regarding any outstanding shortfalls in good faith and in a manner that takes
into account the legitimate interests of Post Office and the Applicant (the “Good Faith Meeting”).
c. If the dispute is not resolved as a result of the Good Faith Meeting, either party may within 28 days escalate
the dispute to a member of Post Office's senior management (the “Escalation Meeting”) in writing by email
or by post. Please see the previous advice around using email wherever possible in light of the ongoing
Coronavirus situation.
d. If the dispute is not resolved as a result of the Escalation Meeting, either party may refer the matter to
Wandsworth Mediation Service (“WMS”) within 28 days for mediation (the “Mediation”). WMS is a charity
chaired by Stephen Ruttle QC, one of the two independent mediators who assisted the parties to reach
agreement between Post Office and the claimants in the group litigation. All income generated by WMS is
used to support the services it provides in the community. WMS will carry out the Mediation in accordance
with standard terms. The Applicant will not be required to contribute towards the costs of Mediation but the
Mediation will be limited to four hours in duration
e. All Good Faith Meetings, Escalation Meetings and Mediations shall be carried out on a confidential and
“without prejudice” basis, to ensure each party is able to engage in an open and meaningful fashion.
f. Any settlements reached shall be on a full and final basis and shall not be capable of being re-opened save in
the event of fraud. The terms of each settlement will be recorded in writing and signed by both parties.
g._ Inrelation to disputes which are not resolved at, or as a result of any Mediation:
i. disputes for sums totalling not more than £10,000 shall be resolved by recourse to civil proceedings in
the County Court pursuant to the Small Claims Track and shall be subject to the fee scale applicable
thereto. The parties agree not to seek reallocation of the proceedings to the Fast Track or the Multi
Track; and
ii. disputes for sums totalling in excess of £10,000 shall be referred to and finally determined by arbitration
under the Arbitration Act 1996. The appointing authority shall be either Charles Flint QC or Stephen
Ruttle QC, the number of arbitrators shall be one, the seat of arbitration shall be London, England and
the language of the arbitration shall be English.
These dispute resolution procedures may be varied by agreement between Post Office and the Applicant or, if it
becomes apparent that amendments to these terms would allow the Scheme to operate more effectively without
causing any material disadvantage to the Applicants, by agreement between Post Office and Charles Flint QC or
Stephen Ruttle QC.
Post Office will deal with all Applicants in good faith and in light of the lessons learned from Mr Justice Fraser's
judgments in the group litigation. However:
a. entry into the Scheme does not guarantee that a relevant shortfall will be repaid or written off; and
b. by creating the Scheme, Post Office does not waive any of its own legal rights. The duty of good faith is
reciprocal and, if it appears from the investigation of any application made that the Applicant has not acted
consistently with his or her own duties of good faith, Post Office shall not be precluded from taking such
steps as may be open to it as a matter of law.
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Date Name Of Agent FAD Branch Start Date I End Date Contract
Name Type
10.09.2020 I 001383 Privavanda I055126 I Boxmoor I 03.05.2001 I 14.03.2016 [AK
Petal
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A a
VW ce fs %
IN CONFIDENCE ( boaneh,
To: Mrs P Patel copy: Andrew Thompson 392
Agent Area Manager
From: Mani Patel Date: 30 September 2001
Network Audit Team
ne
Audit of BOXMOOR Office code 055126
An audit of the above office was undertaken on 21 September 2001 by Mani Patel.
This audit is a review of the product/ process controls in place at the outlet and
not a comment on the performance of individuals.
The following page contains a brief summary of the areas that could be routinely
tested at audit and the tests carried out are selected on a basis of risk assessment
from outlet performance data. The products/ processes with a cross indicate
items that have been tested by the auditors on this occasion and the findings
revealed at audit.
Appendix A contains a more comprehensive report detailing our findings and
recommendations for your information and attention. Any control gaps in bold
were noted on a previous audit and had not been actioned at the time of our most
recent visit.
At the audit, you were given a questionnaire to provide feedback on the audit
process. If there is anything else you wish to bring to our attention please feel free
to write your comments on the reverse of this report or contact Alan Lusher,
Network Audit Manager on telephone number.
Please retain one of these reports for your information and return the other one,
signing it to confirm that you understand all the points made.
Thank you for your co-operation and assistance during the audit.
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iu cond © onyand wits comments Mose aged ancl sade Yeo ees
Network Auditor signature...
Subpostmaster/ Outlet Manager signatur
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AUDIT OF BOXMOOR
Products/Processes ee Controls I Control Control
: : eo I in Place Gap Gap
Low Risk I High Risk
Procedural Security
Horizon System Controls
Cash Account
Stock Management
Cash Management
Royal Mail
Franking Machines
Stamp Vending Machines
Alliance & Leicester Girobank
Personal Banking
National Savings
National Lottery On Line
National Lottery Instants
Littlewoods Scratchcards
Bureau De Change
Foreign Exchange Service
Moneygram
Travel Insurance
Benefits Agency
Motor Vehicle Licences
Rod Fishing Licences
UK Passport Agency
Utility Schemes
Local Transport Scheme
SOOO ODOOOOCOAnA AOA ODI ©
FOC ASS oon pCoonAAp Oop
ODODE BRAAa AAO AAAI
Network auditors can only comment on the areas examined during their visit. It
should not be assumed that untested processes have satisfactory controls in place.
POL-BSFF-WITN-017-0038623_0417
Appendix A
Audit of BOXMOOR 055126
Asset Verification
A full check of cash, stock and vouchers revealed a Shortage of £170.72 which is
broken down as follows: .
Net shortage declared week no. 26 £134.04
Difference at audit £ 36.68
Audit Shortage £-170.72
The shortage was made good at the time of the audit.
Security Procedures
Your security procedures were examined in line with the Counter Attack
Reference Manual and our findings were as follows:-
Control Gaps - High Risk
* the alarms are not adequately tested
Dow loaing eusteel Vheced a ney ego LB Rewaaey Cocks
Control Gaps - Low Risk
¢ there was no documentation of alarm tests
Comments: Alarms must be tested weekly and documented.
Horizon System Controls
Controls relating to the use of the Horizon system were examined, in line with the
Horizon System User Guide (HSUG). All controls were found to be in place.
Cash Account
Counters Operations Manual - Cash Account, Balancing & Preparation refers.
The daily documentation for week 26 and weekly cash account documentation for
weeks 19 to 26 was examined and the following was found:
Control Gaps - High Risk
* procedures for adjusting losses and gains were not adhered to
¢ original transaction receipts to support all reversed APTs were not retained
labs nok satloy bock to 2ers .1s now cloug So - Hes
Control Gaps - Low Risk PeREny e assess eared benlelng En Gly.
Comments:Losses and gains must be adjusted each week (made good or
withdrawn) and the cash redeclared to allow for the adjustments before the
commencement of new cash account week.Please refer to the balancing with
Horizon guide -pages 77-80.
12
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Appendix A
All receipts for reversals must be retained and filed with the daily record
transactions for two years.
YO mote AHORA ao tase all revecsehs -
Travel Insurance
Counters Operations Manual - Travel Insurance refers.
The cash account line and any refunds made in the last 10 weeks were examined.
The following gaps in control were found:
Control Gaps - Low Risk
¢ P4764 weekly summary is not completed
16 Now loaha comprleked ,
Comments:
P4764 weekly summary must be completed in duplicate and a copy of the
summary retained in the office.
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Tab 9.4 Supporting Documents Bundle
Horizon Online Plan
14
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FAD_CODE OU_NAME BAPOCL_AUTOMATION = BAPOCL_AUTOMATION_DATE OPEN_STATUS_DESC
0551260 Boxmoor TRUE 26-09-00 Open
15
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Tab 11.4 Supporting Documents Bundle
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Message
From John F Wapshott (/0=EXCHANGELABS/OU=EXCHANGE ADMINISTRATIVE GROUP
(FYDIBOHF 23SPDLT)/CN=RECIPIENTS/CN=SO0E98042A66546098121£4938FD16900-JOHN.F.WAPS]
Sent: 08/01/2018 12:24:53
To: Debbie A Mickleborough [/o=ExchangeLabs/ou=Exchange Administrative Group
(FYDIBOHF 23SPDLT)/cn=Recipients/cn=02ca9e3cd3ed49db8b6161995 7 e83fd8-debbie.a.mi]; Colin Burston
(/orExchangeLabs/ou=Exchange Administrative Group
(FYDIBOHF 23SPDLT)/cn=Recipients/cn=6Sadb49045fc453c925d48f23ba7cf8c-colin.burst]; Post Office Security
[/o=ExchangeLabs/o
change Administrative Group
(FYDIBOHF 23SPDLT)/cn=Recipients/cn=1570ed01d7fc4c2c910302890280a1a7-Post Office]; Michelle Stevens
(/o=ExchangeLabs/ou=Exchange Administrative Group
(FYDIBOHF23SPDLT)/c1
[/o=ExchangeLabs/ou=Exchange Administrative Group
(FYDIBOHF23SPDLT)/cn=Recipients/cn=fc00bS81dd2e4b89b31642b4bd6383c7-alison.smit];
branch.support.services.team [/o=ExchangeLabs/ou=Exchange Administrative Group
(FYDIBOHF23SPDLT)/cn=Recipients/cn=827960fbcf3e4b8748500d46444a4e8-branch.supp]; John F Wapshott
[/o=€xchangeLabs/ou=Exchange Administrative Group
(FYDIBOHF23SPDLT)/cn=Recipients/cn=50e98042a66546098121e4938fd16900-john.f.waps]
ce: Jeremy Kiff [/o=€xchangeLabs/ou=Exchange Administrative Group
(FYDIBOHF23SPDLT)/cn=Recipients/cn=86b802e1314a41f1be6224654e03e0b9-Jeremy Kiff]; Alexander Todd
(/o=ExchangeLabs/ou=!
change Administrative Group
Recipients/cn=d97d78ad1724811b5c6b4a62b496235-michelle.st]; Alison J Clark
(FYDIBOHF23SPDLT)/cn=Recipients/cn=59b541500ed74f89b8a69e9dcc 740141 -alex.todd)
Subject:
Extra Audit Report - 391642 - Penygroes - 2018-01-04
You have been sent an Extra Audit report.
Financial Audit Tool > Extra Report
POSt office. sCCUrityie pmo Boece
ZERO, jalison j.clark
$8577777cbranch.sup
port.services.team{_~
GRO”:
Branch Code Branch Name
391642 Penygroes
Network Operations Manager Enier email of NOAM
Jeremy. kiff@
RSM/RGM ASMICSCSM
[ Debbie Mickleborough
Regional Contracts Advisor Contracts Advisor
I[cotin Bursion
NOA Lead: John Wapshott
AILNOA'S: Paul A Jones
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Other Attendees:
An audit of the above branch, led by myself, was undertaken on 2018-01-04, The purpose of this audit was to provide
assurance of financial assets due to the Post Office’® and confirm compliance with a range of Business processes,
procedures and regulatory requirements. During the audit, where appropriate, all cash, cheques, vouchers, Euros,
Dollars and suspense entries were verified and a check of a selection of stock items and other currencies was
performed. The audit revealed a shortage in the branch of £-13937.08. A breakdown of the audit result and details of
the audit findings are as follows:
Office Snapshot _ Verified at Audit Assurance Amount _Cash Difference
Cash on hand £56,114.54 £40,866.80 £0.00 -£15,247.74
ATM Dispensed £0,00
Other MOP (incl. cheques) £0.00 £0.00 £0.00 £0.00
Suspended Session £0.00 £0.00 £0.00
ForEx (Sterling Equivalent) £0.00 £0.00 £0.00
Postage Ip-£1 £1,266.55 £1,282.95 £16.40
‘Suspense £0.00 £0.00 £0.00 £0.00
Spoill Postage Labels £0 £0.00 £0.00
Santander Cheque Pouches on 0
hand
Stock discrepancies £1,294.29
1£57,381.09 [22,149.75 [£0.00 [£13,937.0s
Todays findings -£13;
Outstanding debt £0.00
TCs not processed £0.00
TAs not processed / rec'd £0.00
Net discrepancy from snapshot £0.00
Late Transactions £0.00
Confirmed Pending TC £0.00
Transaction errors revealed £0.00
Currency Revaluation £0.00
Total -£13,937.05
Current Trading
Harjitt Singh was then advised that they should satisfy themselves that the figures of the audit team were correct.
Therefore we asked Harjitt Singh if they would do their own independent count of all the cash on hand again, which
they did, Harjitt Singh then confirmed that the figures of the audit (eam were correct.
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Tab 11.4
was made good (no ‘without prejudice’ receipt needed to
be issued)
was made good by cheque and a ‘without prejudice”
receipt issued at the time of the audit
was made good by cash and a ‘without prejudice”
receipt issued at the time of the audit,
has been sent to ‘Late Account’ Finance Service Centre
£0,00 and is (o be settled in accordance with terms agreed
with your Contracts Advisor.
£0.00
£13,937.05
£0.00
£0.00 was withdrawn al the time of the audit.
£0.00 will be settled centrally as per standard procedure
My first telephone call was to Colin Burston, which went to answer phone, and I left Colin a message outlining the
shortage at the office and asked him to return my call on the landline telephone number of 01269832248.
Next I attempted to contact Anita Bravata, Contracts Advisor, however her answer phone message stated that she was
on annual leave,
AL this time, Paul Jones gave me the telephone number of Glen Chester, Contracts Advisor, however his telephone
also went to answer phone.
I then Telephoned Gareth Shylon, Network Operations Manager and explained the situation with the branch position
and the attempted calls to the Contracts Advisors.
Gareth said he would attempt to contact the contracts advisors, and if that was not possible would contact Keith
Bridges, Agents Contracts Deployment Manager.
At approx. 11:00, the office landline rang, and I answered it, Colin Burston was on the line, and I was able to explain
the position of the branch,
Colin said that he would need to speak to Keith Bridges, and come back with a decision. He then asked to speak to
Miss Gill, and T handed her the telephone.
During her conversation with Colin, Miss Gill explained to Colin that the branch does not complete an accurate cash
declaration each night, they simply input the previous days cash declaration and then do a full count and declaration at
the weekly Wednesday balance specifically on a Trading Period (TP) balance
The decision was that if Miss Gill, the Postmaster, was able to make the loss good at the time of the audit, that no
suspension would happen and the office would be allowed to reopen and continue trading as per normal policy.
The audit was concluded at 12:30. A cheque for the full amount of £13937.05 was accepted and a no prejudice receipt
was issued to Miss Gill. This was entered into Horizon and process for dispatch. The branch was rolled into TP 10 BP
1.
Took the processed cheque pouch away from the branch at the conclusion of the audit and this was then dispatched on
Friday Sth Jan2018, from the Blackwood Post Office following, the usual dispatch procedures,
If you require any additional information, please contact me ot.
11
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Message
From: Prabhjot Kaur (_
Sent: 14/05/2020 03:
To: historicalshortfallschemé _
Subject: Penygroes Post Office 3916421 - Pt 2
Hi,
Thave attached my audit report as explained in my previous email.
Thank you
Kind Regards
12
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The branch below has been audited. The paperwork
will be sent to the branch within 48 hours.
It an Event Capture form, or extra report were required
then you will have received these separately.
Agenv/Operator suspended? No
Prabhjot Sandhey
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Final Trading Position
Todays findings
Outstanding debt
TCs not processed
TAs not processed / rec'd
Net discrepancy from snapshot
Late Transactions
Confirmed Pending TC
Transaction errors revealed
-£13,
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
}-£13,937.05
13,937.0
Amounts made good
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Auditor Comments
There were no staff that were unregistered,
on the system.
The following branches were also audited:
Branch Branch Core/ Result Made
Code Name Outreach Discrepancy Good
(£) («£)
Sent from my iPhone
prrettttttrrtttttt (ri tettt teri r ttt tir tert ttre tt ttr rc Teter trotted
This email and any attachments are confidential and intended for the addressee only. If you are not the named
recipient, you must not use, disclose, reproduce, copy or distribute the contents of this communication. If you
have received this in error, please contact the sender by reply email and then delete this email from your system.
Any views or opinions expressed within this email are solely those of the sender, unless otherwise specifically
stated.
POST OFFICE LIMITED is registered in England and Wales no 2154540. Registered Office: Finsbury Dials,
20 Finsbury Street, London EC2Y 9AQ.
SERAEERAS SAAS REA EAAEREE REAR ERS AASERESAES EERE EE RER EAE RRREEEEERA EEE EES
“Post Office Limited is committed to protecting your privacy. Information about how we do this can be found
on our website at www.postoffice.co.uk/privacy”
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ch Code 391642
Barcode
Branch name Penygroes
Period 2017-18 P11 - 29/01/2018 to 25/02/2018
New PM in last 12 months Yes
SPMR Name Mr Richard Melfyn Owens
Branch Contact Number I _S
Date of Request 29/01/2018
Originator of Request NBSC
Name of Originator James Taylor
Telephone number of Originator.
Administrator Luan Boyd
Administrator Telephone Number
Request Type Intervention
Intervention Type 1 Accounting
Intervention Code 1 Balancing & Accounting
Intervention Type 2 Other
Intervention Code 2
Intervention Type 3
Intervention Code 3
Detailed Description (Attach pro-forma if required)
Hi. the below request came in from the Contracts Advisor.
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Following a recent audit it appears that the branch could do with a days visit
from a trainer to show the Postmaster back office functions etc.
Can you please request an intervention visit.
Regards
Colin
POL-BSFF-WITN-017-0038623_0508
Mails Segregation Checked
Additional Documents (In Document Library)
Expected Outcome
Being able to perform back office functions and accouting in the office
Intervention Classification
Authoriser
Decision Type
Intervention Priority Medium
Oral Direction Required
Date sent to NSAT 29/01/2018
Assign To TAA No presence information Clare Jones
Date of Intervention - Scheduled by NSAT 14/02/2018
Date Intervention Delivered 14/02/2018
Outcome of Telephone Call If Applicable
Reason for Non Resolution
Intervention Changed to a Visit after Telephone Call (After discussion with
ATAM)
Name of Person Spoken to at Branch Harj Choudery
Position in Branch SPMR
Description of Intervention (Attach pro-forma if required)
Hi. the below request came in from the Contracts Advisor.
Following a recent audit it appears that the branch could do with a days visit
from a trainer to show the Postmaster back office functions etc.
Can you please request an intervention visit.
Regards
Colin
Actions Agreed with Branch
17
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Harj runs the shop + PO and his wife helps on evenings and weekends. They
have been struggling to balance for over a year culminating in a £13000
shortage found in a recent audit. They are doing everything correctly and there
is not a massive amount of cash to count but they have huge variances every
day ranging from a few hundred to over a thousand pounds! I have looked
through all the transactions they do on a daily basis and apart from a few
banking deposits there is nothing out of the norm. The only thing I could think of
is the TAs are not being processed correctly but Harj assured me he puts the
Paystation and Lottery in every morning. I cannot explain where the
discrepancies come from and they are unwilling to employ extra staff until they
can sort this issue. I have asked to go back.
Actions to be Delivered by
Oral Direction Given
Reasons for Non delivery of Oral Direction
Breaches Identified during Visit
Detail of Breaches and Action Taken
Action Taken for Breaches by TAA
Further Action Required by TAA
Reason for Further Action
Assign to ATAM No presence informationJeremy Kiff
Date Sharepoint Completed 28/02/2018
Visit Completed By No presence informationClare Jones
Scheduled Within SLA times (for audits only)?
Reason for not being within SLA time
SLA Comments
Cancelled ? No
Content Type: Item
Created at 20/02/2018 13:18 by No presence informationChristina Hamblett
Last modified at 28/02/2018 15:34 by No presence informationClare Jones
POL-BSFF-WITN-017-0038623_0510
SSRT Team Review: Key Findings & Observations
Branch and Operator Details
_ Branch Name:
Penygroes
I Branch Address: 16 Norton Road
I Penygroes
Llanelli
Dyfed
i SA14 7RS
Branch Code: 391642
I Postmaster/Operator: I Miss Prabhjot Kaur Gill
Absentee: Y/N/N/K N
I Pluralist: Y/N/N/K N
Date of Appointment:
‘Date of model SPSO
change:
I Branch/Operator Current
UCurrent Status:
Issue Raised:
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Contract Advisor Mr Colin Burston requested SSRT look into possible cause of audit shortage of £13,783.53 on
04/01/18 which was made good.
Key Findings & Observations
I Horizon Transaction & Event Logs:
I Session Data and Rep Events for 05/07/17 to 05/01/18
I Trading Periods 04 to 09
19
=
>
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NBSC Logs: Number, specific issues/trends etc:
NBSC Call Logs
FSC: TCs, customer account, DFRs previous issues raised etc:
TC's
CASM report and call logs
Audits: Previous/ latest report:
HR Info: FDOS & LDOS, Assistant Check etc:
Contract Info: Branch History, remedy letters, complaints, contact with Pmr /Operator etc:
NT Info: NT Leaver, COAs, Funding etc:
SSRT Findings:
It was requested that SSRT pay particular attention to the period after 20/12/17 as the Operator believes the
shortage occurred then and was maybe to do with banking transactions.
SSRT reviewed six month data to be thorough.
Transactions Corrections;
The office received an invoice TC on 10/10/17 from Camelot for £13,000 which the office accepted and made
good;
20
=
>
POL-BSFF-WITN-017-0038623_0512
18840 bLS
1z/90/01-LZoz eunr I - BuNeeW ONOO
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TRANSACTION BRANCH COUNTER MODE
DATE USER DESCRIPTION
10-Oct-2017 Accept Now (Make
07:43:31 PGIO01 Good)
10-Oct-2017 Accept Now (Make
07:43:31 PGIO01 Good)
STOCK
UNIT PRODUCT QUANTITY AMOUNT
Camelot
Prizes 1 13000
BA Cash 1 -13000
This TC was a result of overstated Lottery Prizes that were put through Horizon on 08/09/17
TRANSACTION DATE
08-Sep-2017
07:25:57
08-Sep-2017
07:26:13
08-Sep-2017
10:30:04
08-Sep-2017
10:30:18
COUNTER
BRANCH MODE
USER DESCRIPTION
Serve
PGIO01 Customer
Serve
PGIOO1 Customer
Serve
PGIO01 Customer
Serve
PGI001 Customer
STOCK
UNIT
AA
AA
AA
AA
PRODUCT QUANTITY AMOUNT
Lottery Cash
Prize -10 -5000
Cash 1 5000
Lottery Cash
Prize -100 -8000
Cash a. 8000
The Operator has said that cash declarations are not timely and accurate.
However, SSRT has reviewed the cash declarations made around these transactions, which reveal that the office
showed a corresponding gain in September for the overstated Lottery prizes and a loss in October for the invoice
1c.
EVENT DATE
07-Sep-2017
18:05:18
07-Sep-2017
18:05:22
08-Sep-2017
10:38:44
08-Sep-2017
10:38:49
EVENT DETAIL
STOCK BRANCH
UNIT
Declare CASH Total £46107.56 For SU AA Till 1 AA
Variance Check Discrepancy for SU AA with £ -45.15
Discrepancy
Declare CASH Total £46107.56 For SU AA Till 1
Variance Check Discrepancy for SU AA with
Discrepancy
BEE
USER
PGIOO1
PGIOO1
PGIOO1
PGIOO1
alpung sjuawinoog Bunioddng 4") de
=
p
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18840 SIS
08-Sep-2017
10:39:08 Declare CASH Total £31777.56 For SU AA Till 1 AA PGIOO1
08-Sep-2017 Variance Check Discrepancy for SU AA with £ -248,.39
10:39:13 Discrepancy AA PGIOO1
The table above shows that the office declared the cash after putting through the lottery cash prizes on 08/09/17.
The variance shows a gain of £14,081.61. The cash is immediately redeclared after being deducted by £14,330.00
which then shows a loss of £248.39. The office has paid out £13,000 in cash prizes, therefore the cash on hand
figure would be reduced by at least £13,000.
Cash Management ONCH figures verify this;
#50 £20 £10 £5 £2 £1 S0p 20p 10p 5p 2p 1p
Date Note Note Note Note Coin Coin Coin Coin Coin Coin Coin Coin Total
07.09,20
Sun 7 © 16120 24330 2025 848 = 2197 304 7 107 44 27 34 46,107
08.09.20
Mon 7 © 16120 10000 2025 848 2197 304 71 107 44 27 34 31,777
The above table shows the breakdown of the cash declarations. We can see where the £10 notes have been
reduced by £14,330.00
However, the office did not pay out £13,000 cash in Lottery prizes which is why Camelot issues a corrective
invoice TC on 10/10/17, so it would appear £13,000 was physically removed for some other reason.
The table below shows the cash declarations made around the invoice TC being accepted and Made Good.
There isn’t a declaration on the 10/10/17 but the first time a declaration is made the variance shows a loss of
£15,846.72
STOCK BRANCH
EVENT DATE EVENT DETAIL UNIT USER
08-Oct-2017
09:29:07 Declare CASH Total £0.00 For SU AA Till 1 AA PGIO01
22
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18840 91g
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09-Oct-2017
07:27:57
10-Oct-2017
07:41:38
11-Oct-2017
07:32:08
11-Oct-2017
19:16:23
11-Oct-2017
19:16:32
11-Oct-2017
19:28:22
11-Oct-2017
19:28:32
11-Oct-2017
19:30:38
11-Oct-2017
19:30:48
11-Oct-2017
19:31:01
11-Oct-2017
19:31:27
11-Oct-2017
19:31:37
11-Oct-2017
19:31:53
Records show that the office closed from the week beginning Monday 11° September until 30° September due to
Declare CASH Total £0.00 For SU AA Till 1
Declare CASH Total £0.00 For SU AA Till 1
Declare CASH Total £0.00 For SU AA Till 1
Declare CASH Total £0.00 For SU AA Till 1
Variance Check Discrepancy for SU AA with £ -89125.72
Discrepancy
Declare CASH Total £73279.00 For SU AA Till 1
Variance Check Discrepancy for SU AA with
Discrepancy
Declare CASH Total £94525.00 For SU AA Till 1
Variance Check Discrepancy for SU AA with £ 5399.28
Discrepancy
Variance Check Discrepancy for SU AA with £ 5399.28
Discrepancy
Declare CASH Total £89125.00 For SU AA Till 1
Variance Check Discrepancy for SU AA with £ -0.72
Discrepancy
Declare CASH Total £89125.00 For SU AA Till 1
renovations in the retail side.
NBSC Call Logs;
CAS-2679522-Y8X0K9 on 08/09/17 there is a call stating “Office Closure - Expansion of the shop. Branch will
be having work done for a week. Branch states the door will not be alarmed.”
>
>
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18840 21S
CAS-2682524-R7Q6Q9 on 11/09/17 there is a further call stating “closed for a week due to renovations (non
NT) have broken through a wall and found BT wires that need relocating or removing. Have spoken to BT and
they have advised it needs to be dealt with by PO. what to do?”
It would appear that the second call may have caused the office to be closed longer than first anticipated.
The Operator states that they did not balance and produce the Trading Statement on 27/12/17 due to problems in
the office with the electricity supply. The data for this day was reviewed and there were no Recovery entries. It
appears that the Operator did not attempt to balance.
Additional Information that may help the requestor:
This is a preliminary report as the Contract Advisor is meeting with the Operator where further information may
come to light which will need further investigation.
Contact with requestor prior to submission of final report:
SSRT Review completed by: Michelle Keohane
Date of completion: 05/01/18
Date sent to requestor: 05/01/18
Case report & documents filed (where)
Embedded documents: Pe”9'°e2P
24
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1248
In order to enter the Historical Shortfall Scheme, you must agree to these terms of reference. You can do so
by signing in the section set out below. A signed copy of the terms of reference must be provided alongside your
application form.
1. Post Office intends to establish the Historical Shorttall Scheme (the “Scheme”) to address past issues regarding its
point-of-sale accounting system, Horizon.
2. The purpose of the Scheme is to resolve past issues with current and former postmasters who, in good
faith, believe they may have been affected by shortfalls which relate to previous versions of Horizon
{sometimes referred to as Legacy Horizon, Horizon Online or HNG-X) (“Historical Shortfalls”). The Scheme
will not deal with issues arising with the current version of Horizon (HNG-A. sometimes referred to as the
‘Rranch Technology Upgrade’)
3. All applications to join the Scheme must be received by Post Office by midnight on Friday 14 August 2020. If they
are not, Applicants will not be eligible to join the Scheme unless Post Office agrees otherwise
4. Applications and other conmnuniivations shoutd Le sent,
41 by email to histaricalshortfallechemel
4.2 or by post to Post Office Historical Shortfall Scheme, PO Box 76882, London EIW 9RR. Please use Royal Mail
as PO Box addresses can only accept post from Royal Mail and not from other carriers or couriers
in light of the ongoing coronavirus situation, at the time of launch (i May 2020) post may not be dealt
with immediately. Please apply by email; postal applications should only be submitted if the applicant
has no access to an email address they can use. We will update the information on the scheme website if
circumstances change.
Please note these are Post Office addresses as this is a Post Office scheme - please be assured eligible
applications will be assessed by an independent advisory panel.
o
Applicants to the Scheme are required to agree to these Terms of Reference. Appl
Terms of Reference will not be eligible to participate in the Scheme.
icants who do not agrec to the
6 Once an application has been made, either party may write to the other to request relevant information.
The parties shall co-operate with one another in providing any information which the other party may reasonably
request. Information obtained and provided in relation to each application should be proportionate to the
circumstances of that application.
7 Fligible applications made under the Scheme will be individually investigated and the outcomes assessed by an
independent advisory panel. Following assessment of the claim, Post Office will write to the Applicant setting out
the outeoine of his oF her application
8. In the event the Applicant is dissatisfied with the outcome of his or her application. the following Dispute
Resolution Procedure shall apply:
81 The Applicant must notify Post Office by email or post within 28 days that he or she wishes to engage the
dispute resolution procedure. Please see the previous advice around using email wherever possible in light
of the ongoing coronavirus situation
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* 82° Assoon asis practicable, at least one Post Office representative shall meet with the Applicant by telephone
and endeavour to resolve all issues regarding any outstanding shortfalls in good faith and in a manner that
takes into account the legitimate interests of Post Office and the Applicant (the “Good Faith Meeting”)
8.3 If the dispute is not resolved as a result of the Good Faith Meeting, either party may within 28 days escalate
the dispute to a member of Post Office's senior management (the “Escalation Meeting”) in writing by email
or by post. Please see the previous advice around using email wherever possible in light of the ongoing
coronavirus situation.
8.4 If the dispute is not resolved as a result of the Escalation Meeting, either party may refer the matter to
Wandsworth Mediation Service (“WMS”) within 28 days for mediation (the “Mediation”). WMS is a charity
chaired by Stephen Ruttle QC, one of the two independent mediat
agreement between Post Office and the claimants in the group litigation. All income generated by WMS is
used lu support the services it provides in the community. WMS will carry out the Mediation in eecoidance
with standard terms. The Applicant will not be required to contribute towards the costs of Mediation but the
Mediation will be limited to tour hours in duration
rors who assis he parties to reach
85 Ali Good faith Meetings, Cscalation Meeting: ns shall be carried out on a confidential and
“without prejudice” basis, to ensure each party is able to engage in an open and meaningful fashion.
86 Any settlements reached shall be on a full and final basis and shall not be capable of being re-opened save in
the event of fraud. The terms of each settlement will be recorded in writing and signed by both parti
87 _ Inrelation to disputes which are not resolved at, or as a result of any Mediation:
871 disputes for sums totalling not more than £10,000 shall be resolved by recourse to civil proceedings
in the County Court pursuant to the Smail Claims Track and shall be subject to the fee scaie
applicable thereto. The parties agree not to seek reallocation of the proceedings to the Fast Track or
the Multi Track; and
o
Pa
i)
disputes for sums totalling in excess of £10,000 shail be referred to and finaliy determined by
arbitration under the Arbitration Act 1996. The appointing authority shall be either Charles Flint QC
or Stephen Ruttle QC, the number of arbitrators shall be one, the seat of arbitration shall be London,
England and the language of the arbitration shall be English
9. These dispute resolution procedures may be varied by agreement between Post Office and the Applicant or, if it
becomes apparent that amendments to these terms would allow the Scheme to operate more ettectively without
causing any material disadvantage to the Applicants, by agreement between Post Office and Charles Flint QC or
Stephen Ruttle QC.
iv. Post Office wili deai with ali Applicants in good faith and in light of the iessons iearned from Mr Justice Fraser s
judgments in the group litigation. However:
10.1 _ entry into the Scheme does not guarantee that a relevant shortfall will be repaid or written off; and
10.2 by creating the Scheme, Post Office does not waive any of its own legal rights. The duty of good faith is
reciprocal and, if it appears from the investigation of any application made that the Applicant has not acted
consistently with his or her own duties of good faith, Post Office shall not be precluded from taking such
sleps as may be open lu it as a matier of law.
' confirm that I have read and understood these terms of reference and that I agree to be bound by them.
As we are advising applicants to submit this form by email rather than post, if you are unable to print and scan this
form we will accept an electronic signature - this can include simply typing in your name. Please tick the box if you
are submittin~~n-alentnania-ninmntionnn
Please tick if you are submitting an electronic signature [1 fe)
name: Bean R- Meactha®
mae 15 - o7- 2020
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LETTER BEFORE ACTION
Private and Confidential
Mr B Meacher
24 September 2008 www postoffice.co.uk
FORMER SUBPOSTMASTERS ACCOUNTS
SCOONIE ROAD POST OFFICE
BRANCH CODE : 146 844
Dear Mr Meacher,
I am writing to you for payment of £10,196.33 being the sum you owe in
Tespect of accounting errors found in the accounts of Scoonie Road Post
Office. In your letter dated 25" January 2007 you proposed to pay £200.00
per month until your assets were sold. This was only agreeable on the terms
payments were made on a regular basis, the payments were never received
on time and now the last payment, which was due on The 30th August
2008, has again been missed.
As you are no doubt aware, as subpostmaster you are responsible for all
losses caused through your own negligence, carelessness and error and
also losses of all kinds caused by your assistants and deficiencies due to
such losses must be made good without delay. Furthermore, your duty to
make good all shortages does not cease upon leaving office. Therefore I
musi ask you to forward a remittance in payment for the total sum of
£10,196.33 within 14 days from the date of this letter. The amount is long
overdue.
In the circumstancss, if you fail to comply with this request
within the prescribed limit, legal proceedings will be issued
against you forthwith to recover the sum due together with
interest and cost of such action without any further
reference to you.
I trust that such action will not be necessary and I look forward to receiving
your payment or your proposals in repaying this sum within the next 7 days.
Yours sincerely,
I GRO I
Mrs. Zoe Topham,
Post Office Limited,
Former Agents Debt Team ,
-2"™ Floor West,
No 1 Future Walk,
CHESTERFIELD
Pos fc nt neg RAR AAR: at Woe 02154540. Ristred afc: 8-86 Ck Stes Londo, ECV 9M
Poa Otice an he Pst Office abl ate etre tage mas Post OMe Lt
Post Office tds an FRgafatt GRO hot and Compary of the Bank of Ireland, whichis authonsed by the trish Financial Regulator and the Financial Sexvices Authocty
regulated by the Fioaneil Series mamiomtg Yor ene toHUGE! of UK business, Bank of ireland. incorporated in the Repubi cof eiand with imited bitty, Registered in England and Wales wth
branch rumber BROODESS.
Card Account offered by 1P. Morgan Europe Ltd through Post Office Lt. 2P. Morgan Europe Lt is authorised and regulated by the Financial Services Authority, Regstered in England & Wales
No, 938937 Registered Office: 125 London Wall. London EC2Y SA].
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10 BE AFFIXED 10 IHE FRONI Ur 1HE GASH ACGUUNT PROUULEU UN VAT UP TRANSFER /ULUDURE,
FINAL CASH ACCOUNT OF POSTMASTERIAGENT OF: -
Scooha foad OFFIce
DEFICIENCY IN FINAL ACCOUNT Dug Transfer tremporary-Gtesure /
(from Line (10)86 only} £403-45I Semen famriteh
Te eet
SURPLUS IN FINAL
ACCOUNTTfrom Line (00)40 only} £
DEFICIENCY MADE GOOD AT
FINAL ACCOUNT £ OFFICE CODE \& SUL
SURPLUS WITHDRAWN AT DATE OF
FINAL ACCOUNT (up to £100.00 I £ FINAL
ONLY) ACCOUNT
OFFICE TRANSFER
time should be stated. The ordinary Cash Account
for the rest of the period should contain only
transactions subsequent to transfer.
When the transfer is made during business hours, the 2
te)
WEEK No. Datestamp.
Please state if a further Cash Account is due for this
accounting week
“Delete as appropriate
NOTE: If the account is transferred to a New Agent, the total of the cash, stock and vouchers table should be entered at
Line ‘A’ and at Payments line (10)85 ‘Balance transferred to new account’
If the office is closed, the total should be entered on Line ‘B’.
‘The cash and stock must be dispersed as follows:
Temporary closure - remit ail cash and stock (including Game Licences) to parent Distribution Centre and include the
value at Payments Line (10)82 ‘Rems to other offices’. A breakdown of this must be shown in Table 9.
Permanent closure - stock must be despatched to NSSC/Chesterfield and include the value at Payments line (10)77
‘Stock returns to SSO’. Cash and vouchers must be remitted to the parent Cash Centre and the value included at
Payments line (10)82 ‘Rems to other offices’.
A breakdown of the values claimed at Payments line (10)77 and (10)82 must be shown in Tables 8 and 9 respectively.
The sumoff14272-d~e (being the amount of cash, — Signature of Incoming Agent
stock and vouchers shown overleaf at (10)85 Payments.
To be charged in the Cash Account of, “Today
of period ended Loong 13 [tal od
as balance transferred from old account.
f acknowledge receipt of ( Z-) keys for the main safe
——— a
National Lottery instants branches only 4
And J_ activation slips for instant Scracthcards. L B .M ea cher
Examined at TP Signatyre of
Transfer noted in TP Witness to transfer
To be retained for six years following completion
P242 (Revised Jan 2003)
Page 1
9
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1013322
1284
mpany Code
qane Brian Robert Meacher
sity leven
Profit ctrIstat[accountIpocumentWoITypeIDoc..Date IsI DD uc amatIucurrIcirng doc. [Text
: # I1013321]1400024019/pz_ I30.04.2008I Iw# 200.00-IcaP credit card p/payment
: # I1013321]1400013057/02 I30:06.2008I I# 200.00-IaBP Credit / Debit Card Part Payment.
: # I1023321I1400000000/Dz2 I31.03:2008I I# 200.00-I GBP Debit/credit card payment
: # —I1023322]14000a7035/0z [24.12.2007] I# 200.00-IGaP Debit/eredit card payment
: # I1023321/1400013264Ipz Ios.02.2008I I 200.00-IGBP debit/credit card payment
: # — I2023321]1400000196Ipz I 27.11.2007/ I 200.00-IaaP Debit/credit card payment
: # — I2013321/1400005117Ipz I10.03.2008I I# 200.00-IGaP Credit card payment
1 1aseaa # }1013321Iso002m61e3Iap [21.09.2006] I 2,368.08 lose Central (Hardship)
1 tasasa # — }1023321/sc0010233zIFa I12.10.2006/ I# 603.65 Icap Pinal Account-Deficiency
1 taeeae # I1033321]6000085083jap I25.05.2006I I# 1,939.41 [aap Central (Hardship)
1 taceas # —I1013321]6000033775Iap I23.06.2006I jk 11373.67 Ioae Central (Hardship)
1 1seeas # 2023321] 6co0027226/a [02.05.2006] I& 391.06 IoaP Central (Hardship) I
1 aaseaa # I1013321]6000016049/aD I28.03.2006I I# 1,492.91 [oa Central (Hardship)
1 lacese # I1033321]6000014816/aD I 24.08.2006] I# 1,156.29 Icap Central (Hardship)
2 # I1033321]1800016015IpR I12.20.2006I I# 525.00 IGaP Stock Rem Transfer
# I1033321]1e00007030/DR [30.09.2006] I# 85.00 Ioap CHOS 70 PROCESSING
: # I1033321]1400004144/pz2 I15.03.2007I I# 135.13-IGaP Withheld Pay
2 # I1023321]107549204 [sa {25.08.2006I I# 1,705.59 IonP CENTRAL HARDSHIP
. 1013321 10,596.33 IcaP I
oe I 10,596.33 IGBP I
ay - BRRccA VYisenePavc AT Brawewn ~URRDWG Pend
eA - Erwan Accomeyd PEF OMSK,
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Or - Payment MADE
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ALSO YORE
. T = mows evic TAS
Q - orm Fen £51500 Was 09 mAs MEACMERS ACccouLT ASD THES owsd
= ELATEQ To Stam?
Accomm ag VAS Proven Te SIAL) RaALESTT AMIS BCCOMoT, ST OS
3 grec, ' q .
2 & - gown For £4, © heLarwa Te LEE MEALS on WHEELS anon.
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sme Brian Robert Meacher
ity Leven .
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200,00-Ieredit card p/payment
400.00-ICheque Payment Part Payment
I# I2013322]2400014019Ipz {30.04.2008
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[# [1013321]2400022213Ipz 13.02.2009] I _200,00-I200.00 debit card payment 1 I 1
{# I1013322I1400028159}pz [21.12.2008] I 206.33-IPart Payment Received By Cheque 11.11.2008I I 1
{B [1013321]1400025194]pz Jo¥.01.2009} I 200,00-IDebit/credit card payment 1 I I
Iw 1013322]2400002080fpz [19.11.2003] I 200.00-Idebit/eard 19.11.09 1 1 1
I# 1013321[1400008192Ipz I27.12.2003I I -200.00-IDebit/credit card payment 1 I 1
I# [1013321]2400008007Ip2 Jox.04.2009I I 200.00-I£200 debit card payment for March 1 i I
I# I1013322]1400020130}pz 03.10.2009] I 125.00-IDebit/eredit card payment I 1 (I
{# I1013321I1400012040]Dz [19.05.2009] I 200.00-ICC140 S02 19.05.2009 PART PAYMENT Icusque I I
I# I1023321/1400016082Ipz 12.08.2009] I 200.00-Icca40 POS 11.08.2009 PART PAYMENT Icusguzs I I
[# {1013321I1400028122IDz 25.09.2009] I 250.00-ICca40 POG 15.09.2009 PART PAYMENT [cueques I I
{# ]1023321I1400027028Ipz 14.07.2009] I 250.00-]CC140 Pod 14.07.2009 PART PAYMENT Icuzgues I 1
{# ]1023321[1400032218/pz [25.02.2010] I 200.00-ICHEQUES P11 23.02.2020 PAXT PAYMENT lowrgue I 1
[x [2023323[1400000146Iz [28.06.2010] I 250.00-{card payment 25.6.10 i i i
[# [2023322/1400006150ID2 [27.05.2010] I 265.00-IDebit Card Payment I I 1
JW [1023321I1400009040]Dz [27.04.2010] I 400,00-I£200 debi: card 27.4.10 1 1 I
: [# [2013322I1400018068I02 [27.07.2010] I _250.00-Idebit card payment 27.7.0 1 I 1
: IW [2023322]207545204 [sa [25.08.2006] [1,705.59 ICENTRAL HARDSHIP [erFe Mow I I
{# I1013322[1400004244IDz [25.03.2007] I -125.13-IWithneld Pay I 1 I
- I# [1013321[1800007030[DR [30.09.2006] I 85.00 [CHS TO PROCESSING I I I
: {# ]1013323I2800036015/DR [22.10.2006] I $25.00 IStock Rem Transter 1 1 I
> aacesa fk [2023322] 6000014e16]BD ]24.03.2006I [2,156.29 ICentral (Hardship) 1 1 1
> qaceaa — #2023322] 6000016049IBD {28.03.2006 [2,482.91 Central (Hardship) 1 I 1
> Yaceaa © #2072321] 6000027126IBD [02.05.2006] I 892.06 ICentral (Hardship) I 1 I
7 aaseaa — J [2023321]6000033775Iap [23.06.2006] 2,373.67 [Central (Hardship) I I 1
> y46eaa © #2023321 60000450a3IBD ]25.05.2006I 2,939.41 [central (Hardship) 1 i I
> yasaas [#2023321] 6000102332IFA [12.10.2006] I 603.65 IFinal Account Deficiency I I I
> rseaaa © #1013322] s000286183IBD I21.09.2006I [2,368.88 [Central (Hardship) I 1 I
2 I# — 1013321{2400005117IDz [30.03.2008 I 200.00-Icredit card payment I 1 1
2 I# [1013321/240c008195Ip2 I27.12.2007/ I 200.00-IDebit/credit card payment I I I
2 I# {1013321I1400023164ID2 [05.02.2008] I 200.00-Idebit/credit card payment I \ I
2 I# 2023321/1400047035Ip2 [24.12.2007] I -200,00-IDebit/exedit card payment 1 i 1
: [# — [2023322/1400000000Ipz I31-03.2008I I 200.00-IDebit/credit card payment I I i
> [# ]a023322/2400002118}D2 Ios.10.2008I I 200.00-Icredit / Debit Card Part Payment I I 1
: I# — ]2013321/2400013057[pz I39.06.2008{ I 200.00-Icredit / Debit Card Part Payment. I 1 i
: [# 2023323[2400013172Ip2z fos.12.200a} I -200.00+Icredit card payment 5.12.08 1 1 I
. I [aon3a2aI tot I [6,000.00 I 1 I I
* 1 I to I {6,000.00 I I I i
11
POL-BSFF-WITN-017-0038623_0561
POL00448632
POL00448632
stomer roiss2a . -
mpany Code 1254
me Brian Robert Meacher
ty Leven “
—+ 5 T 7
Profit Ctr/StatIAccount IDocunentNoITypeIDoc..Date ILockI LC amt IText [Reference ICirng doc.
I
I# [1023322 ]1400010103ID2 [20.01.2012] I 200.00-IDebit/credit Card Payment 20/01/2011 Part Payment ICR/DR CARD]
I# I2023321I1400017092I[n2 27.12.2010) I 350.00-Idec payment
I# I1023321{1400022045]Dz I30.21.2010] I: $0.00-Icard payment 30.11.10
I
I
I
I
I
I# [2023321 [a400016114Ipz I27.10.2010] 200.00-ICREDIT CARD PO7 27.10.2010 PART PAYMENT Iocarp
I# 2023322[1400006293Ipz I27.09.2010] 300.00-Ipayment: for Sept I
]# ]2013322I1400018069Ipz I27.07.2010] 250.00-Idebit card payment 27.7.10 1
I# 2023321[1400000246Ipz I25.06.2010] 250,00-Icard payment 25.6.10 I
I# 2023322]1400006150Ipz 27.05.2010] 265.00-IDebit Card Payment I
I# {1023321[24000090a0]pz I27.08.2020] 400.00-I£100 debit cara 27.4.10 I
I# I2023321]2400031228Ipz I23.02.2010] 200-00-ICHEQUES P11 23.02.2010 PART PAYNENT IcREQUE
I# [2033321 [1400008192Ipz I17.12.2009] 200.00-IDebit/credit card payment \
I# I1013321[1400002080Ip2 {19.11.2009} 200.90-Idebit/card 19.11.09 I
[# ]1013321]2400010130Ip2 01.10.2009] 128.00-IDebit/credit card payment 1
[# 2013321]2400018121Ip2 15.09.2009] 250.00-ICC340 POG 15.09,200$ PART PAYMENT Icunques
I# 2023321]1400016052Ipz_}11.08.2009] 200.00-ICCi40 POS 11.08.2008 PART PAYWENT icHEgues
]# I2023321I1400027028Ipz I14.07.2009I 250.00-ICC140 PO4 14.07.2005 PART PAYVENT Icnnguss
I# 2023321I2400011040Ip2 I19.05.2009] 200.00-ICCi40 $02 29.05.2009 PART PAYMENT joupgue
I# —[2013321]2400008007Ip2 I 04.04.2009]
[# — I2023321]2400022213Ipz 13.02.2009]
{# [1013321 I2400025194IDz 09.01.2009] 200.00-IDebit/credit card payment
j# I1023321/2400013172IDz 05.12.2008] 200.00-Icrediz card payment 5.12.08
i
1
1
1
I
I
I
I
I
I 200.00-]£200 debit card payment for March i
l
i
1
I# }1013321I1400025159Ipz 11.11.2008] I -206.33-fPart Payment Received By Cheque 11.11.2008
I
I
I
I
I
i
I
I
I
I
1
I
200.00-I200.00 debit card payment
I® [2013321] 1400002118Ipz 06.19.2008] 200.00-[Credit / Debit Card Part Payment.
I# I1013322]1400021122Ip2 10.09.2008] 200.00-ICheque Part Payment
I# I1013322]1400014044Ipz 05.08.2008]
I# [2023322]2400013057Ib2z I 30.06.2008
I# [2023321]2400014019Ip2 I 30.04.2008]
I# [1023321]1400000000Ipz {31.03.2008}
I# I1023322]1400005117Ipz [10.03.2008]
I# {2023321]1¢00013164Ipz [05.02.2008]
[# I2023321!1400087035Ipz [24.12.2007]
[# I1023321]140000a196Ipz [27.11.2007]
I# I2013321I140000424¢ [pz I15.03.2007]
{# I2023321I2800016015Ipn (12.10. 2006]
400.00-ICheque Payment Part Payment
200.00-ICredit / Debit card Part: Payment.
200.00-Icredit card p/payment
200.00-IDebit/credit card payment
200.00-ICreait card payment
I
!
I
I
I
t
I
I
I
1
I
200.00- {debit/credit card payment 1
200,00-IDebit/credit card payment I
200.00-IDebit/credit card payment 1
135.13-Jwithheld Pay i
525.00 IStock Rem Transfer I
I
I
I
I
I
I
I
I
I
1
racaaa I J2023321 6000102332] FA 12.20.2006] 603.65 [Final Account-Deficiency
I I2023321]2800007030IDR [30.09.2006] I 85.00 [CHS TO PROCESSING
aseaaa I — [2013321 ]6000286183IBD [22.09.2006] [2,368.88 ICentral (Hardship)
I I2023321[107549208 IS [25.08.2006] [1,705.59 ICENTRAL HARDSHIP FIFE MOW
racaaa [#1023321] 6000014816IBD I24.08.2006] [1,258.29 ICentral (ardship)
ia6saa [#2013321 ]6000033775IBD I23.06.2006{ [21,373.67 Jcentral (Hardship)
346aa4 [#1023321 /6000045083)BD 25.05.2006] [1,939.41 [Central (Hardship)
aasaaa [#4023321 [6000027126IBD 02.05.2006] I 891.06 ICentral (Hardship)
1asesa ji ~—J1023321I6000016009]aD I22.03.2006} [2,482.91 Central (Hardship)
900.00 I
12
2.899
POL-BSFF-WITN-017-0038623_0562
POL00448632
POL00448632
Reminder Letter
Date
05.07.2006
Our Accounting Clerk
Client Account Clerk 1
Telephor
Fax
Your Account with us
1013321
FAD Code
146844
Postings are considered up to and including
26.05.2006
Dear Mr Brian Robert Meacher
I am writing to you in respect of the recovery of outstanding debts in
the accounts at the above post office. According to our records the
sum of £2,830.47 is overdue for payment.
Since you are contractually obliged to make good any losses incurred
during your term of office, please call the debt recovery team on the
number quoted above to settle this amount via credit/debit card.
Alternatively forward a cheque for the amount due to be received by
the Debt Recovery Team within 7 days of the date of this letter.
Failure to meet these repayment terms may lead us to deduct the
outstanding debt from your future remuneration payments.
This statement excludes any items currently in dispute or held
awaiting transaction correction. Should you have any queries regarding
this account do not hesitate to contact me.
Yours siuce
sly,
Post Office Ltd
Current Agents' Debt Team Leader
No 1 Future Walk
Chesterfield
S49 1PF
Post Office Ltd., Agents Debt Team 3, No.2 Future Walk,Chesterfield, S49 1PF
13
POL-BSFF-WITN-017-0038623_0563
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Private and Confidential Date Page
05.07.2006 2
Doc. Doc. Type Amount Due date TC No. Arrears
Number Date
6000027126 02.05.2006 BD 891.06 02.05.2006 64
6000045083 25.05.2006 BD 1,939.41 25.05.2006 41
Total of Due Items £2,830.47
Balance of Account £2,830.47
Key: TX
nou
ransaction Cormection 4 HR = Invoice Debt, FA = Final Account
e
T:
RM Remuneration, DZ = Paym , BD = Branch Discrepancy
POL-BSFF-WITN-017-0038623_0564
POL00448632
POL00448632
Reminder Letter
Date
20.09.2006
Our Accounting Clerk
Client Account Clerk 1
Telephone
Fax
Your Account with us
1013321
FAD Code
146844
Postings are considered up to and including
25.08.2006
Dear Mr Brian Robert Meacher
I am writing to you in respect of the recovery of outstanding debts in
the accounts at the above post office. According to our records the
sum of £2,861.88 is overdue for payment.
Since you are contractually obliged to make good any losses incurred
during your term of office, please call the debt recovery team on the
number quoted above to settle this amount via credit/debit card.
Alternatively forward a cheque for the amount due to be received by
the Debt Recovery Team within 7 days of the date of this letter.
Failure to meet these repayment terms may lead us to deduct the
outstanding debt from your future remuneration payments.
This statement excludes any items currently in dispute or held
awaiting transaction correction. Should you have any queries regarding
this account do not hesitate to contact me.
Yours sincerely,
Post Office Ltd
Current Agents' Debt Team Leader
No 1 Future Walk
Chesterfield
S49 1PF
Post Office Ltd., Agents Debt Team 3, No.1 Future Walk,Chesterfield, $49 1PF
POL-BSFF-WITN-017-0038623_0565
POL00448632
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deo
Private and Confidential Date Page
Mr Brian Robert Meacher 20.09.2006 2
Doc. Doc. Type Amount Due date TC No. Arrears
Number Date
107549204 25.08.2006 SA 1,705.59 25.08.2006 (mre M2) 26
6000014816 24.08.2006 BD 1,156.29 24.08.2006 27
Total of Due Items £2,861.88
Balance of Account £2,861.88
Key: TX Transaction Correction, DR = Invoice Debt, FA = Final Account
Remuneration, DZ = pdlGent , BD = Branch Discrepancy
POL-BSFF-WITN-017-0038623_0566
POL00448632
POL00448632
Private and Confidential Reminder Letter _ i]
Mx..Brian..Rohert, Meacher .
i Date
13.07.2006
Our Accounting Clerk
Client Account Clerk 1
Telephone.
Fax
Your Account with us
1013321
FAD Code
146844
Postings are considered up to and including
23.06.2006
Dear Mr Brian Robert Meacner
I am writing to you in respect of the recovery of outstanding debts in
the accounts at the above post office. According to our records the
sum of £1,373.67 is overdue for payment.
Since you are contractually obliged to make good any losses incurred
during your term of office, please call the debt recovery team on the
number quoted above to settle this amount via credit/debit card.
Alternatively forward a cheque for the amount due to be received by
the Debt Recovery Team within 7 days of the date of this letter.
Failure to meet these repayment terms may lead us to deduct the
outstanding debt from your future remuneration payments.
This statement excludes any items currently in dispute or held
awaiting transaction correction. Should you have any queries regarding
this account do not hesitate to contact me.
Yours sincerely,
Post Office Ltd
Current Agents' Debt Team Leader
No 1 Future Walk
Chesterfield
S49 1PF
Post Office Ltd., Agents Debt Team 3, No.1 Future Walk,Chesterfield, 649 1PF
POL-BSFF-WITN-017-0038623_0567
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Date Page
13.07.2006 2
Doc. Doc. Type Amount Due date TC No. Arrears
Number Date
6000033775 23.06.2006 BD 1,373.67 23.06.2006 20
Total of Due Items £1,373.67
Balance of Account £1,373.67
Key: TX Transaction Correction, DR = Invoice Debt, FA = Final Account
Remuneration, DZ = Payment, BD = Branch Discrepancy
18
POL-BSFF-WITN-017-0038623_0568
POL00448632
POL00448632
Request for Pa
Statement Date
30.05.2006
Our Accounting Clerk
Client Account Clerk 1
146844
Your Account with us
1013321
Amount Due This Period
£ 2,830.47
Outstanding Debt at 26.05.2006
Doc. Doc. Trans Due Date Amnt Blocked TC Number
Cirg No. Date actn (£)
Balance brought forward 1,482.91
Less Payments Received:
No payments received in this period.
Sub Total 1,482.91
New Transactions:
6000027126 02.05.2006 BD 02.05.2006 891.06
6000045083 25.05.2006 BD 25.05.2006 1,939.41
Transactions due for payment this Period 2,830.47
273
Total Blocked Transactions: 70.00
Total Account Balance: 4,313.38
Please settle this account by 09.06.2006 in one of the following ways:-
* Posting a cheque to this department in the enclosed prepaid envelope
oR -
* If you wish to pay by debit/credit card ring this department on the number shown.
4.203
Key: TX
RM
Transaction Correction, DR = Invoice Debt, FA = Final Account
Remuneration, DZ = Payment, BD = Branch Discrepancy
19
POL-BSFF-WITN-017-0038623_0569
POL00448632
POL00448632
Private and Confidential
Mr. B. Meacher
POST
OFFICE
www.postoffice.co.uk
27". March 2007
FORMER SUBPOSTMASTERS ACCOUNT
SCOONIE ROAD POST OFFICE
FAD CODE: 146 844
Dear Mr. Meacher,
I am writing to inform you that your Late Account has been revised.
An amount of £135.13 has been transferred from Payroll at Salford which related to
back pay.
An amount of £525.00 has also been transferred to your account which related to
stock iterns which were associated to the wrong account but are proper to stand
against your account.
The sum of £11,996.33 is due to Post Office Limited to clear the account.
My colleague rang you on the 29"" January 2007 and arranged your repayments of
£200.00 as put forward by you in your letter dated the 25" January 2007 but to
date, no payments have been received.
If it is still your intention to pay by BACS, can I please urge you to make a payment
The account details were sent to you on the 30" January 2007 but in case you have
misplaced this correspondence, the account details are listed below.
Cooperative Bank
Should you require further assistance with this matter, please do not hesitate to
contact me on the number listed below or the address also below.
1am enclosing a prepaid envelope for your use.
Post fice Ltd, Registered in England and Wales no: 2154540, Registered office 80-86 Od Street, London, ECIV ONN
The Post Office and the Post Office symbol are registered trade marks of Post Office Ld in the UK and other countries.
For the purposes of products regulated under the Financial Services & Markets At 2000, Post Ofice Lids an appointed representative of Bristol & West pl who are authorised
{and regulated by the Financia Services Authority, Registered in England no. 212420), Registered Office: Bristol A West ple, One Temple Back East, Temple Quay, Bristol BS! 6DX
Post Office, car and home insurance is administered by BISL. Limited, wha are authorised and regulated by the Financial Services Authority Registered in England No 3231094
Registered office: Pegasus House, Bakewell Road, Orton Southgate, Peterborough, PE2 6¥S.
Card Account offered by 1P. Morgan Europe Ltd through Post Office Ltd JP. Morgan Europe Ltd is authorised and regulated by the Financial Services Authority, Registered in
England & Wales No, 938937, Registered Office: 125 London Wall, Landon EC2Y SA),
POL-BSFF-WITN-017-0038623_0570
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«Appendix 1
+ (Return Copy)
People and Organisation Service Centre
Capstan House, 35 Broadway
SALFORD, M50 2PB
Mr Brian Meacher
CONDITIONS OF APPOINTMENT FOR
POST OFFICE® SCOONIE ROAD BRANCH
1. You will be bound by the terms of the standard Subpostmasters’
Contract for Services at Scale Payment Offices.
2. The provisional remuneration being offered at this branch will be
in the region of £22 334.10 per annum broken down as follows:
Estimated Sales Tier Payment (p.a.) variable £11 487.04
Provisional Assigned Office Payment £10 847.06
Total remuneration payable per annum £22 334.10
The provisional Assigned Office Payment will be reviewed when
twelve full months of counter transaction information is available.
If this indicates that an increase in the assigned office payment is
warranted, arrears will be backdated to the date of appointment.
If there is an indication that an overpayment has been made, no
reimbursement will be requested by Post Office Ltd. For a new
branch without traffic history, the Sales Tier Payment is normally
fixed at the monthly equivalent of the advertised level for the first
three pay periods until actual products transacted at the branch
start to filter through. The Sales Tier Payment will then be based
on actual traffic appropriate to the pay period.
By way of recognition of the opportunity to operate a Post
Office on behalf of Post Office Ltd, you will be required to
make a one off introductory payment of £6560.64. You will
be invoiced for this amount separately.
3. You will be given the opportunity to attend classroom-based
training prior to you taking up the appointment. A training co-
ordinator will contact you to discuss the arrangements.
4, The office opening hours, as agreed at interview, will be:
Monday, Tuesday, Wednesday and Friday:0900/1300 —1400/1730hrs
Thursday and Saturday: 0900 — 1230hrs
POL-BSFF-WITN-017-0038623_0571
5. The following conditions will also be attached to your
appointment and must be completed within any timescales
indicated:
¢ To purchase and install a new conforming Post Office
fascia — by appointment
e To purchase and install a new conforming Post Office
lozenge — by appointment
e To install a SSOC with appropriate security requirements
— by appointment
¢ Subject to satisfactory outcome of consultation
To The Agent Recruitment Manager
I, Mr Brian Meacher, fully understand and accept these conditions and
agree to avail myself of the pre-appointment introductory training.
I hereby request you to pay all sums of money now due or which may
become due to me in respect of my remuneration for credit for my
account with: -
Name of bank/building society:
BANG Vath
Address of >
branch:.
Sort code:
applicable
Signed
Name of signatory in block capitals Bewws.0: Mearcrac.
Scoonie Road Post Office® branch
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POL-BSFF-WITN-017-0038623_0572
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Post Office Ltd
NEXT OF KIN
Mr Brian Meacher
Scoonie Road Post Office® branch
Please provide the name, address and telephone number of your
next of Kin.
The person you state may be contacted if any unforeseen
circumstances occur.
NAME Awne Meéncne
RELATION TO Wire
APPLICANT
ADDRESS
POSTCODE
HOME TELEPHONE
NUMBER
WORK TELEPHONE
NUMBER
MOBILE NUMBER
PLEASE COMPLETE AND RETURN THE ATTACHED ETHNIC CLASSIFICATION FORM
23
POL-BSFF-WITN-017-0038623_0573
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Royal Mail Group: Ethnic Classifications
We are an equal opportunity Organisation and have updated the classifications used
to assess the diversity of our Subpostmasters and other Agents. These improvements
reflect changes made to the Census categories and are consistent with the
Commission for Racial Equality’s recommended best practice.
The information you provide regarding your ethnic origin will only be used by Royal
Mail Group pic to monitor equal opportunities and will be processed in accordance
with the Data Protection Act 1998 and the principles set out in that Act.
Please select the classification that best indicates your ethnic background (coding for
this category shown on right)
Asian Bangladeshi ry
(Including Asian British, Asian English,
Asian Scottish, or Asian Welsh)
Indian B
Pakistani Cc
Any other Asian Background (please state) D
Black African E
(including Black British, Black English, Black
Scottish, or Black Welsh)
Caribbean F
Any other Black background (please state) G
Chinese Chinese H
(Including Chinese British, Chinese English,
Chinese Scottish, Chinese Welsh)
Mixed White and Asian 1
White and Black African J
White and Black Caribbean K
Any other Mixed background (please state) E
White British English I M
Scottish iG RO N
Welsh. i)
Other (please state) P
Trish Q
‘Any other White background (please state) R
Other ethnic group Any other Ethnic background (please state) s
POL-BSFF-WITN-017-0038623_0574
POL00448632
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PA RURAL INTERVENTION LOG
BRANCH Scoonie Road DATE OF ISSUE
FADCODE 146844 PRIMARY REF PAPP1 COA
SPMR NAME Brian Meacher DATE OF VISIT. 25/2/05
RTA_NAME Keith Miller
csi: Customer: Customer:
4 2 1 2
Greeting Given OK I OK _I Personal Appearance OK [OK
Eye Contact Made OK OK Name Badge OK I OK
Served Immediately OK OK Waiting Time 1 Nil Nil
Closing Statement OK OK I Waiting Time 2 (where
appropriate)
Product Knowledge
Question(Subject area only) Answer(Incorrect/Correct)
41
2
3
Delete category if not discussed
Key Areas Comments
Service Std/QoS _I No problems .
Cash/susp a/c Cash a/c OK suspense a/c clear.
ONCH/Stock
POL card a/c
Pk/Smart Post
+Sales actions
Banking
POPoS _I
External Std OK
Internal Std OK
Branch Security No problems.
Personal Issues None
Information
Poster displayed
Other
Agreed actions
and timescales
Delete category if not applicable
ACTION REQUIRED AS A RESULT OF VISIT I DEADLINE I DONE
DATE
Head of Area
Contract Manager
Area Office
Support
RTA
CONDITIONS OF APPOINTMENT CODING
E1 New fascia All completed.
E2 New lozenge
Other — Install a SSOC with
appropriate security
EXPAND ON ANY LETTER REQUESTED/CLARIFY ANY POINT
Please confirm that the above COA has beep met.
4
POL-BSFF-WITN-017-0038623_0575
POL00448632
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PA RURAL INTERVENTION LOG
[BRANCH Scoonie Road DATE OF ISSUE
FADCODE 146844 PRIMARY REF. PAPP2
SPMR NAME Brian Meacher DATE OF VISIT 31/3/05
RTA_NAME Keith Miller
csi: Customer: Customer:
4 2 1 2
Greeting Given Yes Personal Appearance OK
Eye Contact Made Yes Name Badge Yes
Served Immediately I Yes Waiting Time 4 Nil
Closing Statement Yes Waiting Time 2 (where Nil
appropriate)
Product Knowledge
Question(Subject area only) Answer(Incorrect/Correct)
1
2
3
Delete category if not discussed
Key Areas
Comments
Service Std/QoS
No problems
Cash/susp a/c
‘Suspense account clear but problems with rem acceptance (stock) has
caused the cash account to show a large discrepancy.
ONCH/Stock
No problems
POL card a/c
No problems
PK/Smart Post
+Sales actions
Banking Knew to ask “any cash today”.
I POPoS
External Std OK
Internal Std OK
Branch Security I OK
Personal Issues __I None
Information I
Poster displayed
Other
Agreed actions
and timescales
RTA to arrange training on rem acceptance asap
Delete category if not applicable
ACTION REQUIRED AS A RESULT OF VISIT I DEADLINE I DONE
DATE
Head of Area
Contract Manager
Area Office
Support
RTA Arrange extra training on stock rem 31/3/05 31/3/05
acceptance
CONDITIONS OF APPOINTMENT CODING
I
EXPAND ON ANY LETTER REQUESTED/CLARIFY ANY POINT
yY-
v4)
POL-BSFF-WITN-017-0038623_0576
POL00448632
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PA RURAL INTERVENTION LOG
BRANCH Scoonie Road DATE OF ISSUE
I FADCODE 146844 PRIMARY REF PAPP3
SPMR NAME Brian Meacher DATE OF VISIT 5/05/05,
RTA NAME Keith Miller
CSI: Customer: Customer:
1 2 1 2
Greeting Given Yes Personal Appearance OK
Eye Contact Made Yes Name Badge Yes
Served Immediately Yes Waiting Time 1 Nil
Closing Statement Yes Waiting Time 2 (where Nil
appropriate)
Product Knowledge
Question(Subject area only) Answer(Incorrect/Correct)
4
2
3
Delete category if not discussed
Key Areas Comments
Service Std/QoS_I OK
Cashisusp a/c OK — extra training took place on 13” & 28" April, now aware of procedures
ONCH/Stock OK
POL card a/c OK
Pk/Smart Post
+Sales actions +1 sales training discussed
Banking OK
POPoS
External Std OK
Internal Std Ok
Branch Security Security booklets read.
Personal Issues None
Information OK
Poster displayed
Other
Agreed actions None
and timescales
Delete category if not applicable
ACTION REQUIRED AS A RESULT OF VISIT I DEADLINE I DONE
DATE
Head of Area
Contract Manager
Area Office
Support
RTA
CONDITIONS OF APPOINTMENT CODING
I
EXPAND ON ANY LETTER REQUESTEDICLARIFY ANY POINT
PAPP3 DUE APPROX 260504.
Please confirm the following:
4. Has there been any funding and has it been concluded? Yes
2._Are there any local politics that hav@Jme to light? No
POL-BSFF-WITN-017-0038623_0577
POL00448632
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3. Has the office been supported by locals? Yes
4. Has the Spmr shown any inclination to grow sales? Yes
5. fit is a mailwork office, has the Spmr received any training from RML? If not, are they
aware of their responsibilities? N/A
Please hand over fo the PA after this visit is undertaken, forwarding all three logs already
completed for PAPP1, PAPP2 and this one.
[ACTION TAKEN IN AREA OFFICE
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Tab 13.4 Supporting Documents Bundle
Historical Shortfall Scheme
Application to join the Scheme
Please read this information before completing the application form
Please only complete one application form. If your claim relates to multiple branches and/or shortfalls, please include
these in the same form. If you contracted with Post Office as various legal entities, you will need to complete a separate
application for each legal entity. You may use separate sheets of paper to complete the application form if necessary.
When submitting your application, you should submit relevant supporting material that will enable your application to
be properly considered. Failing to provide this information with your application may result in unnecessary delays.
In light of the ongoing Coronavirus situation, please apply by email to minimise any potential delays with processing
applications. If you don't have an email address yourself, a family member or friend is welcome to email on your behalf.
If you do not have any access to an email address to submit all or part of your application, in those circumstances
applications can be sent by post. Please note postal applications and queries may not be processed immediately given
the current circumstances.
If any additional information is required to help progress your application, you will be contacted about this.
This application form, the Eligibility Criteria and the Terms of Reference contain formal legal information and language
that is necessary for the integrity of the scheme. Where possible, such as in the questions and answers to help you
complete your application, we have kept the information as clear and straightforward as possible.
Applications and other communications should be sent:
by email to historicalshortfallschem( __GRO
or by post to Post Office Historical Shortfall Scheme, PO Box 76882, London EIW 9RR. Please use Royal Mail as
PO Box addresses can only accept post from Royal Mail and not from other carriers or couriers. If you do need to
apply by post, please only provide copies of the supporting documents/material rather than original documents,
which should be retained for your own records, and we advise using a trackable service such as Royal Mail Special
Delivery if sending documents by post. Postal applications should only be submitted if the applicant has no access
to.an email address they can use.
Please note these are Post Office addresses as this is a Post Office scheme - please be assured eligible claims will be
assessed by an independent advisory panel.
In order to be eligible for the Historical Shortfall Scheme, you must meet all of the criteria set out below:
1. You must have, or have previously had, a contract directly with Post Office. If you are applying to the scheme
‘on behalf of another person or a company, they must have, or have previously had, a contract directly with
Post Office.
2. Your application must relate to shortfalls which arose in respect of previous versions of Horizon (sometimes
referred to as Legacy Horizon, Horizon Online or HNG-X). Please note that the High Court has held that the
current version of Horizon (HNG-A - sometimes referred to as the ‘Branch Technology Upgrade’) is robust relative
to comparable systems. If you have a concern you believe is related to the current version of Horizon, please
contact casereviewteat _{and if you experience an operational issue when using the current
version of Horizon please report it to the Branch Support Centre.
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If you are unsure whether you are eligible for the scheme, please contact historicalshortfallscheme
If you are making an application on behalf of another person, you must be a legally appointed assignee, personal
representative, attorney or deputy of the person you are making the application on behalf of. Please note that you
must provide proof of this legal relationship when you submit your application.
. You must agree to be bound by the Terms of Reference for the scheme. A copy of the Terms of Reference is
available on the scheme website and is also contained below within the application form.
Your application and time with Post Office must not involve or relate to any criminal conviction(s). Only the
criminal appeal courts can consider past convictions. Please note a caution is not a criminal conviction and will not
affect eligibility for the scheme.
You must not have been part of the group litigation against Post Office that settled in December 2019.
The settlement reached by the parties was full and final. You must also not have entered into a settlement
agreement with Post Office other than as part of the Initial Complaint Review and Mediation Scheme
commenced in 2013 or as a result of Network Transformation or other scheme.
For further information about how Post Office will process your information, please see the privacy policy at
www.onepostoffice.co.uk/scheme.
Historical Shortfall Scheme Terms of Reference
In order to enter the Historical Shortfall Scheme, you must agree to these terms of reference.
1
. Applications and other communications should be ser
Post Office intends to establish the Historical Shortfall Scheme (the “Scheme”) to address past issues regarding its
point-of-sale accounting system, Horizon.
The purpose of the Scheme is to resolve past issues with current and former postmasters who, in good faith,
believe they may have been affected by shortfalls which relate to previous versions of Horizon (sometimes
referred to as Legacy Horizon, Horizon Online or HNG-X) (“Historical Shortfalls”). The Scheme will not
deal with issues arising with the current version of Horizon (HNG-A, sometimes referred to as the ‘Branch
Technology Upgrade’).
. All applications to join the Scheme must be received by Post Office by midnight on Friday 14 August 2020. If they
are not, Applicants will not be eligible to join the Scheme unless Post Office agrees otherwise.
4.1 by email to historicalshortfallscheme{ GRO
4.2 or by post to Post Office Historical Shortfall Scheme, PO Box 76882, London EIW 9RR. Please use Royal Mail
as PO Box addresses can only accept post from Royal Mail and not from other carriers or couriers.
In light of the ongoing Coronavirus situation, at the time of launch (1 May 2020) post may not be dealt
with immediately. Please apply by email; postal applications should only be submitted if the applicant
has no access to an email address they can use. We will update the information on the scheme website
if circumstances change.
Please note these are Post Office addresses as this is a Post Office scheme - please be assured eligible
applications will be assessed by an independent advisory panel.
Applicants to the Scheme are required to agree to these Terms of Reference. Applicants who do not agree to the
Terms of Reference will not be eligible to participate in the Scheme.
Once an application has been made, either party may write to the other to request relevant information.
The parties shall co-operate with one another in providing any information which the other party may reasonably
request. Information obtained and provided in relation to each application should be proportionate to the
circumstances of that application.
Eligible applications made under the Scheme will be individually investigated and the outcomes assessed by an
independent advisory panel. Following assessment of the claim, Post Office will write to the Applicant setting out
the outcome of his or her application.
. In the event the Applicant is dissatisfied with the outcome of his or her application, the following Dispute
Resolution Procedure shall apply:
2
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a. The Applicant must notify Post Office by email or post within 28 days that he or she wishes to engage the
dispute resolution procedure. Please see the previous advice around using email wherever possible in light of
the ongoing Coronavirus situation.
b. As soon as is practicable, at least one Post Office representative shall meet with the Applicant by telephone
and endeavour to resolve all issues regarding any outstanding shortfalls in good faith and in a manner that takes
into account the legitimate interests of Post Office and the Applicant (the “Good Faith Meeting”).
c. IF the dispute is not resolved as a result of the Good Faith Meeting, either party may within 28 days escalate
the dispute to a member of Post Office's senior management (the “Escalation Meeting”) in writing by email
or by post. Please see the previous advice around using email wherever possible in light of the ongoing
Coronavirus situation.
d. If the dispute is not resolved as a result of the Escalation Meeting, either party may refer the matter to
Wandsworth Mediation Service (“WMS”) within 28 days for mediation (the “Mediation”). WMS is a charity
chaired by Stephen Ruttle GC, one of the two independent mediators who assisted the parties to reach
agreement between Post Office and the claimants in the group litigation. All income generated by WMS is
used to support the services it provides in the community. WMS will carry out the Mediation in accordance
with standard terms. The Applicant will not be required to contribute towards the costs of Mediation but the
Mediation will be limited to four hours in duration.
e. All Good Faith Meetings, Escalation Meetings and Mediations shall be carried out on a confidential and
“without prejudice” basis, to ensure each party is able to engage in an open and meaningful fashion.
f. Any settlements reached shall be on a full and final basis and shall not be capable of being re-opened save in
the event of fraud. The terms of each settlement will be recorded in writing and signed by both parties.
g._ Inrelation to disputes which are not resolved at, or as a result of any Mediation:
i. disputes for sums totalling not more than £10,000 shall be resolved by recourse to civil proceedings in
the County Court pursuant to the Small Claims Track and shall be subject to the fee scale applicable
thereto. The parties agree not to seek reallocation of the proceedings to the Fast Track or the Multi
Track; and
ii, disputes for sums totalling in excess of £10,000 shall be referred to and finally determined by arbitration
under the Arbitration Act 1996. The appointing authority shall be either Charles Flint QC or Stephen
Ruttle QC, the number of arbitrators shall be one, the seat of arbitration shall be London, England and
the language of the arbitration shall be English.
These dispute resolution procedures may be varied by agreement between Post Office and the Applicant or, if it
becomes apparent that amendments to these terms would allow the Scheme to operate more effectively without
causing any material disadvantage to the Applicants, by agreement between Post Office and Charles Flint QC or
Stephen Ruttle QC.
. Post Office will deal with all Applicants in good faith and in light of the lessons learned from Mr Justice Fraser's
judgments in the group litigation. However:
a. entry into the Scheme does not guarantee that a relevant shortfall will be repaid or written off; and
b. by creating the Scheme, Post Office does not waive any of its own legal rights. The duty of good faith is
reciprocal and, if it appears from the investigation of any application made that the Applicant has not acted
consistently with his or her own duties of good faith, Post Office shall not be precluded from taking such
steps as may be open to it as a matter of law.
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Tab 13.4
ofting Documents Bundle
To: Outlet Intervention Team
From: Keith Scott (COPSA)
Date: 07/11/2007
Subject: Barnhill PO FAD 102 $26 0 Balancing Problems.
Lattended Barnhill on the above date to try and rescive the balancing problems the office is
experiencing.
I noted from the paperwork that the office has quite erratic losses and gains going back to the date
Mr Macdonald took over the office. The figures from October 2005 are listed below. Figures prior to
this date were not available.
2 4
14040
— a2
-2816.00
34.00 I
___ 19799/07 ~ 34/10/07
341007 W707
6721.80 “lt
“The last figure is for two week of the trading period.
The Net loss over this period is £6104.01, Prior to June the figure for gains and losses are similar:
the Jast few months have caused the large net loss to escalate.
Mr MacDonald has only been balancing once a month for at least the last year rather than on a
weekly basis. I have recommended that a balance is done each week Mr Macdonald has agreed to do
this: hopefully this will help in identifying any probiems relating to the large ups and downs ech
month,
15
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Tab 13.4 Suppor umants Bundle
Mr Macdonald is convinced that the problem Hes with the Horizon system, produced a report that
showed different session numbers for the same customer and questioned this as a possible reason for
the problems (see attached), I was unable to confirm this and informed bim that every office would
be having the same problem if that was the case. I also took reports out which showed this seems to
be the situation but as {am not an expert in how the computer allocates session numbers to
transactions I could not give him the answer he was hoping for.
‘The balance tonight was done correctly with only minor points such as how to deal with stock
differences which } put hire right on so Edo not consider the problem to be due to any inability to do
the balance correctly.
i did ask Mr MacDonald to stop the postmen from going into the PO arca to collect the mail which
he said he will stop,
‘The only people employed at the office are his
dishonesty
ie and daughter so he does net consider that
ould be a reason for the discrepancies.
Keith Seon,
Outlet Field Support Advisor
CORC Metin
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Baroni!) FAD: 1028200
42:55 01/11/2007 1P:08 BP:01 SU: 4A
Transaction Los - Office Copy
bt TRANSACTION REF SU *? BP
NODE PRooucT YOLUNE VALUE
FIROOT 2-2934626-2 AA 06 Ot
31/10/2007 08:53
HE card 1- 10.00-
Funoo1 2-2934628-2 An 08 Ot
34/10/2007 08:53
SC SHE Token £5 od 0.00
2-2934633-1 AA 08 OF
Bora 08:53
iC Ist class step 4 1.36-
Fagg! 2-2934633-2 Ah 08 OF
31/10/2007 08:53
SC Cash 1 20,00
2-2934633-3, aR 08 OF
Satan 08:53 i 26
FMAOOT 2-2934638-2 AR 08 OL
aguante 08:54
Garo 1- 139.52
‘RROD! 075 haga 2 AR 08 OF
SHyidy2007
$C Curr eur Tersin 1- 13.28-
FMaoor 2-2934638-3 AR 08 OF
sidan 08:54
128.24-
Ah 08 OF
FARO’
ait 02007
SC CA CASH WOL 1
Figo
31/10/2007
Seca UlitT
AR 08 Ot
fm F2.
Sy 2007 *
SC 2nd class step
~2649205-2
syty2007 08:56
SC SAS dk Ist x 12 1- 4.08-
1-2649205-3 AA 08 OF
he) 72007 08:56
SC fash 1 4,08
ee ~1-2649209-4 08 Of
Miae/2007 ostae
SC Ist Large x 4 2 3.84
2p28662-2 ak OB OH
sittrz007 0 -
St Gh Cash WIL 1 300.00
1-2645203-5 AR OB OT 13.4
SNt/z007 ostad
SC Ist class Large 2+ 0.96-
sHno01 1-2649208-6 ARB OT
31/10/2007 09:00
SC Cash 1 4.80
Fanoot 2;2934662-3 a 08 01
31/10/2007 oa
¢ Cash 1 300.00- °
Fnnoo1 2-2934864-2 08 01
31/10/2007 09:08
Ist class step 1- 0.98
FuROOt 2-2934064-3 AR 08 01
31/10/2007 09:08
St Cash 0.34
FuAgd1 2-2934666-2 ‘47 oe 1
31/10/2007 09:05
C Ist class step 1 0.34-
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7 May, 2021
Mr F MacDonald
Subpostmaster
Barnhill Post Office
3 Campfield Square
Dundee
DDS 2PU
Dear Mr MacDonald
Application to Register an Assistant
I am writing in response to
MacDonald date of birth!
— Miss MacDonald must not be employed on
ost Office
uusiness, in any capacity.
Should Miss MacDonald wish to obtain a copy of information held by Royal Mail Group PLC they should
apply to: - Royal Mail Group, HR Services, Security Vetting, 2nd Floor Pond Street, Sheffield S98 GHR
Candidates requiring this information must enclose a copy of this letter and a copy of one form of
identification from the list below:-
© Passport
Driving Licence
Full (long) Birth Certificate and proof of NI number
Home Office Letter
A most recent utility bill in their name
A most recent bank or building society statement in their name.
ooee
Yours sincerely
Sarah Rimmer, Agent Services Team Leader
CC: Contracts and Service Advisor
13.4
Version or draft No I Date sued I Review date I Owner Tocation stored
“ApplieantNoRecommended I O1 ‘August 06 I August 07 Business Expenses I THR PEOPLES
POSC Salfied I Manager UPPORT TRAV
ELP2S0duty
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Tab 13.4 Supporting Documents Bundle
Message
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Sent:
To:
Subject:
Attachments:
Hi,
agent.changes [/O=EXCHANGELABS/OU=EXCHANGE ADMINISTRATIVE GROUP
(FYDIBOHF 23SPDLT)/CN=RECIPIENTS/CN=0502A0CS3B8C45C982F62263D9813AC8-AGENT.CHANG)
16/06/2020 13:55:55
claimreviewteam [/o=ExchangeLabs/ou=Exchange Administrative Group
(FYDIBOHF23SPDLT)/cn=Recipients/cn=ccS8a1a6e8204e40b17649edeab78aa6-claimreview]
RE: Urgent Request for Information Please
Bishop Burton 12 months rem.xisx; Barton Road 12 months rem.xlsx; Barton Road EN’'s.xisx; Barton road
Assistants.xIsx; Barnhill EN's.xlsx; Barnhill 12 months rem.xisx; Barnhill Assistants.xlsx; Keadby EN's.xlsx; Keadby 12
months rem.XLSX; Keadby Assistants.xlsx; Alford EN's.xisx; Alford 12 months rem.xlsx; Alford Assistants.xlsx
Please see attached and below as requested
Error
Branch Reason For Notice
Date Name Of Agent FAD Name _ I StartDate I End Date leaving Requests I Compensatic
000350_Christiaan
Lesley Earlier
Howlett Please I FAD was
see comment in 314321 I Bishop Voluntary
16/06/2020 I row L 261321 I Burton I 21.11.2002 I 26.05.2005 I resignation No E/N’s I No Comp
Yes- £87,097
000523_Pervez 164422 I Barton Network pmzes
16/06/2020 I Nakvi 457422 I Road __I 28.08.1997 I 01.08.2015 I Transformation I Attached I I_1785I 13.4
(101801
Incorrect
FAD)
FAD is anes
000568_Charles I 531311/ Network ji7et
16/06/2020 I Jeremy Webb 459311 I Alford _I 28.08.1987 I 02.06.2015 I Transformation I Attached I _I1785
19
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__ Wage typ:
1784
000602_Frank 1785
Alexander 102820 Network
16/06/2020 I MacDonald 292820 I Barnhill I 24.03.2005 _I 24.02.2015 I Transformation I Attached I Yes £109,27¢
000596_Thomas 26.11.2005-
Patrick Converted
Smith Please see March Voluntary 1
16/06/2020 I comment inrow I 360311 I Keadby I 2014 28.07.2019 I Resignation Attached I _1781
Many Thanks
Charlotte Bond
Agent Remuneration & Expenses Team
Post Office Ltd
‘WE'RE STRONGER TOGETHER 120 Bark Street
Bolton
BLi 2Ax
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From: claimreviewteam
Sent: 16 June 2021
To: agent.changes
Subject: Urgent Request for Information Please
Importance: High
Hi
Can you please supply me with the information requested in the attached spreadsheet.
I have marked this as urgent to enable me to respond to lawyers.
Many Thanks in advance.
Alicia
Claim Review Team
Post Office Ltd
Confidential Information: This e-mail message is for the sole use of the intended recipient (s)
and may contain confidential and privileged information. Any unauthorised review, use, disclosure
or distribution is prohibited. If you are not the intended recipient, please contact me by reply e-mail
and destroy all copies of the original message.
21
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INTERVENTION LOG
BRANCH Barnhill DATE OF ISSUE
FADCODE 102 820 PRIMARY REF PAPP1
SPMR NAME Mr Frank MacDonald_I DATE OF VISIT 10" May 05
AIM NAME David Duff.
cs: Customer: Customer:
1 2 4 2
Greeting Given Vv Vv Personal Appearance v
Eye Contact Made Vv Vv Name Badge Vv Vv
Served Immediately V Vv Wait Time 4 Vv Vv
Closing Statement Vv Vv Wait Time 2 Vv Vv
[Debit card paymts : “Would you like any cash today?” — observed/ discussed I ]
PK: as per GapBuster Correct,incorrect,incomplete
1 DWP (from PK list)
2NS and!
3 MVL (if applicable)
Key Areas Comments
Cash + susp a/c Suspense account clear. Some issues with completion of cash
account were discussed and clarified at this visit.
ONCH/Stock Discussed importance of good stock and cash management.
POCA
+/- sales actions
+1 and ‘A’ frames
Banking
New Products -JV
POPoS/ ‘Ants’ SAM contact below.
Premises — Stds
(see Kundans list)
Anti money laundering
Security / booklet
Postwatch poster
PS593A4Scottish
Personal issues
Other: Delivered as per instructed by Frances Ritchie an additional set of 4b
New scales Letter scales. Instructed spmr to request from Avery Berkel a visit to
recalibrate these scales and parcel scales at off which required
recalibration also.
SAM contact Spmr had a couple of Sales related issues and questions. I referred
him to the NBSC to contact his own SAM.
Agreed actions and
timescales
ACTION REQUIRED AS A RESULT OF VISIT I DEADLINE I DONE
DATE
Head of Area
Contract Manager
Area Office
Support
RTA
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EXPAND ON ANY LETTER REQUESTED/CLARIFY ANY POINT
Please make sure that on your first visit you discuss with the Spmr their accounting procedures
for the monies etc for the lottery if applicable.
[ACTION TAKEN IN AREA OFFICE
CONDITIONS OF APPOINTMENT CODING
Not aware of any? I
23
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winoog Bulyoddng p'e1 geL
wD
Outlet Intervention 5
Team To: Shaun P White/e/POSTOFFICE =
Sent by: Amanda K cc: George Sinclaire/POSTOFFICE@POSTOFFICE
Packard Subject Re: Cmrl North - Barnhill - 102820 - DDSNotes Link
19/11/2007 09:57
Hi Shaun,
A trainer visited the branch on 07/11/07, I have attached the completed documents. George is due to visit the branch and fee dback his findings, to
‘see if he can find any other underlying issues.
Barnhill - 07-11-07 - Adhoc Training Report.zip
Kind regards,
Mandy
Outlet Intervention Team
Post Office Ltd
Royal Mail Building, First Floor Admin Block, 98 Sandling Road, Maidstone, Kent, ME14 1AA
South East txooS8Qe:
Wales & South West
24
w
ES
POL-BSFF-WITN-017-0038623_0648
188 Jo 0S9
bz/90/01-LZoz eunr oO} - BuNeeW ONOO
‘Shaun P White
15/11/2007 14:33 Ls Outlet Intervention Team@POSTOFFICE
Subject: Re: Cmrl North - Barnhill - 102820 - DDS5Notes Link
Hi Mandy
Looking at the e-mails below the issue is quite confusing. It starts off talking about discrepancies and then at the end it is talking about transaction
IDs? Does the spmr claim that different transactions have the same session ID? If this is the case ask him to forward the evidence that he has
(reports etc) to me.
J also note that no trainer has attended the site, unless some of the e-mail is missing?
If any branch claims that there is an issue with the Horizon as an absolute minimum we would require; transaction details, value, time, date, stock
unit id, user id, node used and any error messages. To date, all such issues have been proven to be user error.
Take care
Shaun
Branch Systems Advisor
Post Office Ltd
Operations
1st Floor Sth Wing, CM Force Contract Centre, Corton Wood Business Park, Corton Way, ROTHERHAM, S73 OUF
Postlin I Mobile, GRO 8 (Mobex! GRO?)
External Email
25
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Outlet Intervention To: Shaun P White/e/POSTOFFICE@POSTOFFICE
Team ce:
Sent by: Amanda K Subject: Re: Cmri North - Barnhill - 102820 - DDS.
Packard
13/11/2007 11:16
Hi Shaun,
If there were to be a suspected problem with the Horizon System, who would we contact to look into this?
Many thanks,
Mandy
Outlet Intervention Team
Post Office Ltd
Royal Mail Building, First Floor Admin Block, 98 Sandling Road, Maidstone, Kent, ME14 1AA
South East -ivwe.
Wales & South West }
— -- Forwarded by Amanda K Packard/e/POSTOFFICE on 13/11/2007 11:12:55 -—-
George Sinclair
12/11/2007 11:56 Ie Outlet Intervention Team@POSTOFFICE
Subject: Re: Cmri North - Barnhill - 102820 - DDSNotes Link
Mandy
26
POL00448632
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alpung s
POL-BSFF-WITN-017-0038623_0650
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Ican visit the Branch but what do I know about transactions having the same session numbers, I would suggest that we feed this query up to an
expert and get an answer to the Spmrs query so that we can answer his question and put his theory to bed.
George
Outlet Intervention To: George Sinclair/e/POSTOFFICE@POSTOFFICE
Team co:
Sent by: Amanda K Subject: Re: mii North - Barnhill - 102820 - DDS
Packard
12/11/2007 10:39
Hi George,
I arranged for a trainer to visit the above branch regarding balancing problems they were having, which was leading to erratic losses and gains. A
trainer visited the branch on 07/11/07 and I have just received his feedback through today, please see attached.
Since the trainer visited the branch, the spmr has logged another call to get somebody to visit the branch about this issue. Is this something you
could visit the branch to take a look at? I'm just not sure what action to take now, please can you advise?
Many thanks,
Mandy
Outlet Intervention Team
Post Office Ltd
Royal Mail Building, First Floor Admin Block, 98 Sandling Road, Maidstone, Kent, ME14 1AA.
North
Central
East -i
27
POL-BSFF-WITN-017-0038623_0651
- BunaaW DYDD
bZ/90/01-Lz0z eunr OL
Leg 40 eso
South East
John P Wilson
09/11/2007 14:30
hi, i did not attend this office, the schedule
john wilson
outlet field support advisor
mobex
mobile
capstan house
Outlet Intervention
Team
Sent by: Amanda K
Packard
09/11/2007 10:33
Hi John,
I know you complete the Adhoc Training Forms and send it to us after your visit, but I just wondered in advance what the outcome was for the
training at the above branch?
Many thanks,
Mandy
w
eS
To: Outlet Intervention Teal
ce:
Subject: Re: Cri North - Barnhill - 102820 - DD5Notes Link
To: John P Wilson/e/POSTOFFICE@POSTOFFICE
ce:
Subject: Cm1l North - Barnhill - 102820 - DDS.
28
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POL-BSFF-WITN-017-0038623_0652
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Outlet Intervention Team
Post Office Ltd
Royal Mail Building, First Floor Admin Block, 98 Sandling Road, Maidstone, Kent, ME14 1AA
Wales & South West 3
--- Forwarded by Amanda K Packard/e/POSTOFFICE on 09/11/2007 10:29:21 -—
Richard M Green To! Outlet Intervention Team@POSTOFFICE
co’
Gell Tznnr'ts.01 Subject Bamhill Spso balancing problems
Afternoon all
We've had a call from the above office (FAD 102820) about balancing problems. According to the Spmr, they are having regular, large
discrepancies for up to £2000 gains and losses. They have had someone in the office for a short time but they were unable to spot anything
untoward
Can you please try to organise a trainer for the office for up to a week to try to point the Spmr in the right direction and attempt to stop the problem
balances.
Regards
29
POL-BSFF-WITN-017-0038623_0653
- BunaaW DYDD
bZ/90/01-Lz0z eunr OL
19840 gc9
Richard M Green
Royal Mail
Deame House, Cortonwood Drive, Brampton, Barnsley. S73 OUF.
GRO » & GRO 4
$ - wwew royaimail com
#27 - Richard M Green (ex. S80,
Confidential Information: This e-mail message is for the sole use of the intended recipient (s) and
may contain confidential and privileged information. Any unauthorised review, use, disclosure or
distribution is prohibited. If you are not the intended recipient, please contact me by reply e-mail and
destroy all copies of the original message.
1
>>>> Barnhill - 07-11-07 - Adhoc Training Report.zip attachment was removed from this email <<<<
30
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31
POL-BSFF-WITN-017-0038623_0655
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Request for Ad-Hoc Training:
Bone mee
To be completed by the OFSA for Ad-hoc Training requested
Confirm topic’s covered/not covered Actions
1. Checked All rems Tnaouk Advised mw WeDengid to
rom Novo EO Feo. 2008 jensure covweck figures ave
A fers wrong entries weve fasndI entered when remming i stuck»
2 Gave my toes copy I Advised TEES Sia
oF Aci veearcs a Cre VE We ONCOL ECOS
ompcted al necéssved
all day Wiedresctoy, No
Paes Jasin 6 fing o. Qoy -transachoce.
eos, res) d Wleckss Repeats acqus ate
rer BSio Ker Aer au psd : nee es ao
. amendedat to Y Dorala thst me set. op B
MAPRALCI Ke Corti el only one user per
[hock rit tim see * pcinlercs Dag os eGR
Bn etpong has Fong 00 thst re receives
a lekker With the ovtcdrre OF Ushat has to ce
Aone recacaing the _avicliting of Wie losses, fin
We offie
Branch Agent to compl
{confirm that I have received training on the above.
I Signed¢,_
»
iN
A)
in
Oo
v
Outlet Field ‘Support Advisor a
This form must be posted by Special Delivery to:-
Outlet Intervention Team
1st Floor Admin Block
98 Sandling Road
Maidstone
Kent
ME14 1AA
Claim the cost of postage via the Official Postage method.
Version 2 November 2007
32
POL-BSFF-WITN-017-0038623_0656
Tab 13.4 Supporting Documents Bundle
658 of 881
Can you please save to the efc.
Thanks
Brian
Contract Advisor
Area Contracts
Upper Floors
The Market DMB
6/16 New York Street
S2.
xternal E-Mail brian.trotter&,.
——- Forwarded by Bilan Trotter/e/POSTOFFICE on 30/04/2008 13:15 —
Brian Trotter
30/04/2008 13:13 oc
Paul
Happy to authorise.
Thanks
Brian
Contract Advisor
Area Contracts
Upper Floors
The Market DMB
6/16 New York Street
Leeds S227... :
GRO __} External E-Mail brian.trotter¢
POL00448632
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To: Paul Kelletve/POSTOFFICE@POSTOF
Subject: Re: Barhill - 102 820Notes Link
Paul Kellett To: Brian Trotterle/POSTOFFICE@POSTOFI
; cc:
29/04/2008 14:02 Subject: Barhill - 102 820
Hi Brian,
Could you authorise George Sinclair's request to pay the outstanding debt of £11,381.28 over
12 months.
Regards,
Paul Kellett
Current Agents Debt Team
Post Office Ltd
Second Floor West, No.1 Future Walk, CHESTERFIELD, S49 1PF
External Emai
——- Forwarded by ‘on 29/04/2008 13:09 ——
33
CCRC Meeting - 10 June 2021-10/06/21
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POL-BSFF-WITN-017-0038623_0657
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Tab 13.4 Supporting Documents Bundle
Andrew Winn To: Paul Dann/e/POSTOFFICE@POSTOFFI'
25~0412006-11:58 Sesioe Sinclair/e/POSTOFFICE@POSTOFFICE
Subject: Fw: letter as requested
Hi
Ihave sent the current statement. I believe the next step is to raise with the Contracts
Manager. Paul(s) could you pass on George's request to consider a 12 month repayment
period.
Cheers
Andy Winn
Branch Improvement & Liaison
Post Office Ltd
Finance
1st Floor, Post Office Ltd, 1 Future Walk, Chesterfield S49 1PF
iFaxi_ GRO} Mobi
~-- Forwarded by Andrew WinnleIPOSTOFFICE on 25/04/2008 11:51 —-—-
George Sinclair -
2104/2008 13:15 poe Andrew Winn/e/POSTOFFICE@POSTC
Subject: Re: Fw: letter as requestedNotes Link
Andrew
Could you please send a final letter to Mr McDonald re losses, I am presently in the middle of
doing more checks and he is fighting his case through the NFSP for relief on his losses.
He now seems to be balancing correctly but I would like if you can for the final loss to be paid
‘over a 12 month period if this is possible.
Thanks
Andrew Winn
‘ To: George Sinclaire/POSTOFFICE@POS’
1104/2008 17:10 ce: Paul Dann/e/POSTOFFICE@POSTI
Subject: Re: Fw: letter as requestedNotes LI
13.4
George
am confused by the branch's letter dated 5/4/08 stating that everything has run ok for the
last 3 weeks, as they settled a branch discrepancy centrally on 27/3/08 of £3,089.33. This
takes the current outstanding debt position to £11,381.28.
I can't actually recall what the archive check was about. I did discuss the branch recently with
Paul Dann around session ids. I hope the explanation was adequate to illustrate that Horizon
is working as expected. I know it will not be easy but the subpostmaster would need to
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produce some evidence of Horizon not functioning correctly as this is a common theme that
no one in POL will investigate without specific examples. We are happy to answer queries as
per session ids (although the helpline is the correct route) but would not regard these as
genuine challenges that might inhibit the debt recovery process.
Instead he needs to focus on why the branch is leaking cash. I have run some checks to see
if I can identify any potential issues
There are no “open items” in the accounts that suggest a transaction correction is imminent to
compensate for the recent (or old) branch discrepancies.
Ihave run a non sales report to cover the last branch trading period (attached). Again this
does show gains & losses appearing on the weekly balances. I would be particularly
interested (if it was my office) to know how a loss of exactly £2,000 occurred on 27/2/08, That
apart, assuming the stock remittances have been recorded correctly, there is no evidence of
adjustments that might indicate problems with the recording of stock/cash/cheques.
A sales report is not going to prove very much from a distance. My view reflects Horizon
receipts and payments per client with the entered method of payment as a balancing entry so
will not show a discrepancy e.g. if a deposit is made on Horizon but no actual cash is handed
over - creates a discrepancy in branch but looks fine here. Have enclosed the report but it is
29,000 lines long and, at the end of the day this information is available in the branch so
would not suggest opening
The comments about training do not make good reading but are not in my area to comment
on. I would observe that Keith Scott actually visited the branch on 7/11/07 and produced his
report to the Outlet Intervention mailbox. The report does not uncover much bar repeating
the subpostmaster's claim that Horizon is at fault (focusing on session transactions that we
have answered) and rejecting any possibility of dishonesty as only his wife and daughter work
at the branch. Unfortunately we have several examples of family members stealing from the
business.
With branch discrepancies, P&BA can never say with any certainty unless we can identify
issues with the remittance process. if withdrawals are processed as deposits we would not
know unless alerted, we cannot see shortages in deposits or too much change being given.
Equally we cannot see cash being removed from the till. Does money move to and fro from a
retail side? P&BA would never attempt to prove a branch discrepancy. Unless it is proved
otherwise the transaction will always have the appropriate entry of sale/receipt = value of
method of payment. Any discrepancy is either user error (which will usually manifest itself as
a transaction correction), created by cheque/stock adjustments (that I have checked for) or
misappropriation of cash (via deception, carelessness or theft). Clearly the subpostmaster is
best placed to initiate adequate controls to identify where these losses are occuring. I
appreciate this will not be easy as a family concern, but evidence of segregation of duties,
clear ownership of cash/stock and manager audits (cash/stock checks & analysis of Horizon
reports by stock unit) would be what I would be expecting to introduce if my business was
losing money for no apparent reason
I know this does not provide any answers for you or the subpostmaster, but my investigation
does lead me to believe the cash is not within the branch.
I note a written reply is required which will require the training aspect. to be incorporated.
Please feel free to use some of my words but to bear in mind I have expressed my opinion in
parts that may be inflammatory if passed direct to the subpostmaster.
Paul - as we need a written submission to the branch and allow time to respond can you hold
off debt recovery until the end of April unless we get earlier resolution.
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Cheers
Andy
George Sinclair To: Andrew Winn/e/POSTOFFICE@POSTOF
cc:
OROAZ008 168) Subject: Fw: letter as requested
Andrew
Perhaps you can spread your expert eye over this, I spoke to you before about an archive
check at this office, so maybe the Spmrs explanation would give a reason for no discrepancy
showing up.
Thanks
George
To: <george.sinclai
cc:
Subject: letter as requested
07/04/2008 13:18
Hi George,
Please find attached the letter to you, as requested
Regards
Frank
>>>> Barnhill Post Office To BDM.doc attachment was removed from this email <<<<
>>>> Barnhill - Non Sales.xis attachment was removed from this email <<<<
>>>> Barnhill sales.xls attachment was removed from this email <<<<
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FAD Code: 102820
Office Name: Barnhill
All Incicents.
Incident ID IDate Taken IStatus Allocated {Detailed Description
Individual
THE OFFICE IS NOT ON DEMAND CAN THEY PROCESS TRAVEL CARDS
14877399 03/08/2006 IClosed
THE PMIS A EUR AND DOLLAR OFFICE
H14886229 09/08/2006 IClosed.
CUSTOMERS ARE BRINGING ON LINE POSTAGE ITEMS
H14894910 15/08/2006 IClosed
CAN PM DO TRANSACTIONS FOR BARCLAYS:
H14911651 I29/08/2006 IClosed
WHAT ARE THE METHODS OF PAYMENT?>
H14924066 06/09/2006 IClosed
THE ACCOUNTING AND DESPATCH FOR CHEQUE ENCASHMENTS
H14935410 12/09/2006 {Closed
PREMIUM BONDS
H14941078 15/09/2006 IClosed
CAN CANADIAN STERLING TRAVELLERS CHEQUES BE ENCASHED???
14949074 20/09/2006 {Closed
What are the size limits for Royal Mail International small packets
H14959375 26/09/2006 {Closed
POL-BSFF-WITN-017-0038623_0661
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HOW DOES PM CHASE UP ANSI TRANS
H14964009 I28/09/2006 IClosed
ITHE PM AS BEEN TRYING TO CONTACT CASH CENTRE AT MANCHESTER IS THEY A DIFFERENT NO
H14964829 I28/09/2006 [Closed I michelle.keI
[CASH CENTRE
H14969294 {30/09/2006 IClosed
CUSTOMER HAS CROSSED POSTAL ORDER THEY BOUGHT - RETURNED AS PUT WRONG NAME
H14987219 I10/10/2006 IClosed
ISPMR HAS A QUERY ABOUT THE POSTAGE RECEIPTS:
H15003848 I18/10/2006 IClosed _Ilaverm
PM WANTS ACCOUNTING PROCEDURE CLARIFYED AS IT HAS CONFLICTING INFO IN OP MANUAL INTERIM ISSUE
H15052110 I10/11/2006 IClosed __Ijordon.wes#23
CAN CMR RING ARGENTINA
15053687 I11/11/2006 ICtosed
JQUERY CASHING PRIZE PAYMENTS
H15059619 I14/11/2006 IClosed
TRAVELLERS CHEQUES BARCODED PUT IN INCORRECT AMOUNT ON REM
15059850 [14/11/2006 IClosed
SPMR NEEDS TO CHANGE THE TRAVELLERS CHOS FIGS BUT CANNOT REVERSE THESE HAS A MESSAGE THAT
H15059913 I14/11/2006 {Closed Ibints CAN ONLY BE DONE ON £POSS CAN T2 SORT THIS OFFICE REMED IN ADC
CHASER H15069913 TRAVELLERS CHO PROBLEM
H15061789 I15/11/2006 [Closed —_{bints
AS PER LINKED CALL - THE PM HAS JUST HAD A CALLBACK RE . THE BARCODED 1/0'S . HE REMMED INAS
H15062310 15/11/2006 {Closed bints CLIENT AS ADVISED BUT THIS HAS NOW DOUBLED HIS PROBLEM . THE PM NEEDS AN URGENT. CALLBACK .
THE PM AS NOW RETURNED TO OFFICE CONCERNING CAL H15062310 REGARDING TC REMMING IN INCORRECT]
H16062616 I15/11/2006 {Closed — Ibarai CAN SHE HAVE CALL BACK
2 38
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[OFFICE DETAILS
15062778 I15/11/2006 IClosed
IWHAT IS THE PROCEEDRUE
15065538 I16/11/2006 IClosed
PM HAS A&L DEPOSITS BUT NO SLIPS WHAT HAPPENS:
H15068671 I17/11/2006 IClosed
WHAT IS AN IRC USED FOR AS THE PM HAS NEVER SEEN THEM AND DOES NOT THINK SHE HAS ANY IN THE
15095567 I02/12/2006 IClosed ildeald
TEL NUMBER
H15115859 I13/12/2006 IClosed
FRANK MACDONALD IS INTERESTED IN AN ATM
H15120213 I15/12/2006 IClosed Jashtonj —_ {NFO AS PERKB
TEL NUMBER
H15159932 {10/01/2007 IClosed
HOW DO WE ENTER INTERNET ORDERS
H15166384 }13/01/2007 IClosed
WHAT DOES PM DO IF CUST HAS USED TICKET ONCE AND BUS DRIVER IS NOW SAYING IS FAULTY
H15168592 15/01/2007 IClosed
PROCESS?
H15171866 }17/01/2007 IClosed
VOUCHER FROM MOBILE COMPANY SENT RECORDED & LOST JS THERE COMPENSATION FOR THIS?
H15176994 I19/01/2007 I Closed
HOW TO ENTER ONTO SYSTEM
15177450 I19/01/2007 IClosed
OFFICE WANTS 09/04 RATHER THAN 02/04 AND ALSO REQUESTING 27/08
H15196144 = I30/01/2007 I Closed
Le
POL-BSFF-WITN-017-0038623_0663
CASH DEPOSITS CHECK DIGIT 0
15216024 [08/02/2007 IClosed
PM LETTING US KNOW THAT CMR HAS COME IN WITH CASH
H15216966 I09/02/2007 IClosed
“PROCEDURE FOR CROSSED WARRANT
H15218427 I09/02/2007 IClosed
REDIRECTION FOR POWER OF ATTORNEY
15231777 {16/02/2007 IClosed
MBS 030 STOCK DISCREPENCY SAYS SHE HAS NOTHINGH IN SUSPENCE
H15272833 I12/03/2007 IClosed
IPM WANTING TO KNOW IF HAS TO ENTER BULK FRANKED ITEMS ONTO SYSTEM
15289383 I20/03/2007 IClosed _Icaddica
REPAYMENT TO PURCHASER
H15313824 I02/04/2007 IClosed
VALIDITY OF TRAVELLERS CHQS:
H15316267 I03/04/2007 IClosed
REPAYMENT TO PURCHACER
H15366963 02/05/2007 IClosed
MARGARET MCDONALD PM ASKING FOR SOME PAPERWORK SENT AS DOES NOT KNOW WHY THESE WERE
55 IDONE AS MULTIPLES 1ST ONE SAYS THAT WAS CUSTOMER WHO WANTED SEPARATE RECEIPT FOR #1.00 AS
H18367155 02/05/2007 [Closed ISHE WAS SHORT ON PREVOUS MONTH AND COUNCIL WANTED SEPARATE RECEIPT
INOT A DVLA OFFICE & SO CMR CMR AGED 70 ADVISED #38 TO RENEW DRIVING LICIENCE?-WAS GIVEN A PRICE
H15374282 I08/05/2007 IClosed MISTI TAKE AWAY,
PM NOT GOT ANY TRAVELERS CHEQUES. SENT BACK JANUARY
H15433300 I06/06/2007 IClosed
STERLING TRAVELLERS CHQS 10 YRS OLD CAN WE STILL BUY THESE BACK
H15448022 I 14/06/2007 IClosed
4 40
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PM WANTED HELP WITH NEW CHANGE GIVING CARD
H15455330 I18/06/2007 IClosed
SHOULD THEY HAVE A MONEY LAUNDERING COMPLIANCE LEAFLET ALSO ARE THERE ANYMORE COMPLAINCE
H15458880 I19/06/2007 {Closed lashtonj LEAFLETS THEY SHOULD KEEP IN THE OFFICE
ICAN WE GUARNTEE SPECIALS DURING THE STRIKE
H15474748 I27/06/2007 IClosed
HOW TO REDEEM POSS FOR A POSTAL ORDER:
18502913 I12/07/2007 {Closed
IPM WANTED TO CHECK CASH TO AUSTRAILIA
18512462 I17/07/2007 IClosed
WHAT iS THE FEE FOR THE COIN HOPPERS:
15542753 01/08/2007 IClosed
PM REMMED CASH BACK CASH SHORTAGE OF #100
15584821 I22/08/2007 IClosed
ICAN WE USE TMC TO WITHDRAW AT POST OFFICE
H15587376 I23/08/2007 IClosed
RE AP MULTIPLE TRXN
H15596157 I29/08/2007 IClosed
PROCEDURE
H15596806 I30/08/2007 IClosed
NOT BALANCED HAS #1200 SHORT SAYUS ASKING TO COMIT DISC BUT NOT DONE TRIAL BALANCE
H15634192 19/09/2007 IClosed —{barnai
THE OFFICE AS MORE TC IN THE OFFICE THAN RECORDED ON SYSTEM SEEMS A QUOTE AS BEEN DONE ASA
15636351 20/09/2007 IClosed —_Isandra.grig] SALE INSTEAD OF QUOTE BUREAU TC
IWAS A CHEQUE DEPOSIT UNKNOWN
H15642322 I25/09/2007 IClosed
5 41
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PM WANTING TO KNOW WHY HE IS NOT AVAILABLE ON-LINE FOR CMR ORDERING - PM NOT SURE WHICH
H15647550 I27/09/2007 IClosed —_ jsandra.grigI“ESSITE
PM SAYS HE HAS BEEN TOLD TO CALL SANDRA BACK REGARDING BUREAU
15651243 I28/09/2007 IClosed —_Isandra.grig)
HOW TO ISSUE REFUNG ON TRAVEL INS
H15665797 I06/10/2007 IClosed
IGARENTEE SFOR STRIKE
15670278 10/10/2007 IClosed
NO SLIP FOR GIRO DEPOSIT
H15685263 I17/10/2007 IClosed
PM HAS LGE LOSSES ASKING IF WE CAN HELP FIND AND REQUEST FURTHER TRAINING
15698406 I24/10/2007 IClosed —Imandleyc
REQUEST FOR FURTHER TRAINING. HORIZON / BALANCING TRAINING, FRANK MACDONALD PM. PIIHAS HAD >
MONTHS OF LARGE LOSSES AND WANTS FURTHER TRAINING TO CHECK WHAT HE IS DOING WRONG AND TO
H15698577 [24/10/2007 Closed SHOW HIM WHAT TO CHECK WHEN THINGS DO GO WRONG
SSPMR HAS A SC CASH FOR #802 BUT CANNOT FIND A TRANSACTION SEARCHED TRANSACTION LOG NO
H15714290 01/11/2007 {Closed —Igieesonm ISESSION FOUND ONLY FINDS SC CASH DID SEARCH FOR THE TIME OF THE TRANSACTION AGAIN OLY SC CASH
CAN T2 HELP.
SPMR HAS A SC CASH FOR #802 BUT CANNOT FIND A TRANSACTION SEARCHED TRANSACTION LOG NO.
H15717267 {02/11/2007 IClosed SESSION FOUND ONLY FINDS SG CASH DID SEARCH FOR THE TIME OF THE TRANSACTION AGAIN OLY SC CASH
CAN T2 HELP
PM HAVING PROBLEM WITH BALANCE SEEMS TO BE SHOWING AMOUNTS UNDER ON CONTINUOUS BASIS:
H15727539 08/11/2007 IClosed Igreenrt __ I WANTING AN EXPLANATION OF SESSION ID'S AS HE THINKS IT MIGHT BE A SOFTWARE PROBLEM
HAS RECEIVED A REM OF CASH AND THERE IS COIN ADVICE NOTE.
H15734748 I12/11/2007 IClosed
PAYMENT CARD ENQ
15739974 14/11/2007 IClosed
FOR POST OFFICES?
15750066 {19/11/2007 IClosed
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BALANCING STOCK UNIT
H15755247 I22/11/2007 IClosed
CUSTS CARD NOT READING - CUST ADVISED HAS HAD CARD NUMBER ENTERED MANUALLY AT ANOTHER
H15758876 I23/11/2007 IClosed OFFICE - ADVISED WE SHOULD NOT BE ENTERING DETAILS MANUALLY FOR THIS TYPE OF TRXN
TEL NO FOR TP
H15761650 I26/11/2007 {Closed
TEL NUMBER
H15762079 26/11/2007 {Closed greenjot
PROBLEM WITH THE DECLARATIONS AND WANTED 10 KNOW IF HE SHOULD BE RESOLVING LOSSESIGAINS:
15768378 I30/11/2007 IClosed _Ijordon.wesiI=ACH BP OR TP?
RE CROSSED GIROCHEQUE
H15769685 I30/11/2007 IClosed
CRASHED MID TXN
H15776878 I06/12/2007 IClosed
RETAIL STDS AUDIT REPORT - NOT HAPPY WITH SCORE - SMALL SHOP - DISAGREES WITH COMMENT ON
]QUEUE ~ALSO COMMENT REGARDING EQUIPMENT HINDERING MOVEMENT - NOT HAPPY WITH COMMENT
418777826 [07/12/2007 Closed REGARDING DOOR - POPOS COMMENT NOT RELEVANT AS ONLY A SMALL OUTLET -
CLERK PUT THRU A TESCO #5 E VOUCHER , REVERSAL CANNOT BE DONE
H15796890 I21/12/2007 IClosed
PM SAYS HE HAS GOT A PROBLEM WITH HORIZON AND IS CAUSING LOSSES IN THE OFFICE AND HAS SPOKEN
H15824548 I14/01/2008 IClosed Isawickg JTC HORIZON AND WAS TOLD HE NEEDS TO GO THROUGH US
PF 48 ITEMS USUALLY COLLECTED BY RMAS NOT A CONTRACT OFFICE. DRIVERS HAVE BEEN RELUCTANTLY
iff TAKING THESE AND REFUSING TO SIGN FOR THEM. PM HAS ALSO HAD A LETTER FROM THE DUNDEE EAST
116829769 ]18/01/2008 Closed Jagriffimot I CORTING OFFICE STATING IMA e WILL COLLECT BUT THEIR DRIVERS WILL LOG
MISKEY FOR ON-LINE BANKING BUSINESS DEPOSIT
H15832035 [21/01/2008 IClosed hultzs
HAS SOFTWARE ISSUES AND HSH SAYS ONE IS AUSER ISSUE THAT AN ITEM WAS PUT INA DEPOSITASA.
15832548 21/01/2008 IClosed _ jlaverm MINUS FIGURE WANTING TO KNOW IF HE CAN CHANGE NODE 2 FOR 3 PASSED FROM HSH BUT LOST ON
TRANSFER,
POL-BSFF-WITN-017-0038623_0667
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IN RELATION TO ONGOING ISSUE - H15822548 - PM STATING THAT HAS BEEN EXPERIENCING PROBLEMS WITH”
BALANCING - ONGOING FOR SEVERAL MONTHS - HAS SPOKEN TO HSH AS FEELS MAY BE A SOFTWARE ISSUE -
H15833287 {22/01/2008 IClosed MLAVER ALREADY HAS CALL ON STACK FOR THIS ISSUE-LIVE SERVICE TRFR
CAN PB PRIZE PAYMENT CHQ BE ACCEPTED AS A DEPOSIT TO AN EASA?- YES
H15833869 22/01/2008 IClosed
BDM GEORGE SINCL)
H15835464 23/01/2008 IClosed Idobbing [FOR THIS OFFICE,”
OBC20 E-MAILING TO HIM AS WANTS TO ORDER 3 NEW HORIZON SCREENS
PLEASE CANCEL MISKEY UNDER H22474860 AS CUSTOMER HAS RETURNED TO THE BRANCH AND GAVE THEM
15846864 02/02/2008 Closed Iwoodrd1 ITHE EXTRACASH MISKEY NO LONGER REQUIRED
CASH DECLARATION DONE INCORRECTLY DiD 2 01 AND 12 OVERID 12 WITH ZEROS BUT STILL OUT
H15860999 I 15/02/2008 {Closed sawickg
‘SCOTTISH HYDRO ELECTRIC TOKEN WILL NOT BE SOLD IN OFFICE FROM SRD MARCH OFFICIAL WILL BE
15861547 I15/02/2008 [Closed — Imannp PICKING UP TOKENS AND GIVING RECEIPT FOR THEM HOW TO ACCOUNT FOR THESE ON HORIZON.
SHARED STOCK UNITS. THE PM WISHES TO SPEAK TO SOMEONE ABOUT THE DECLARATIONS.
H15862408 {16/02/2008 {Closed __Ijordon.west
WHAT DOES PM DO AS PAID OUT ON AN E VOUCHER BUT AFTER 10 MINUTES
15863830 /18/02/2008 IClosed
P AS BEN SCANNING HIS LOCAL COLLECT ON THE SHOPSIDE HE WANTS TO KNOW IF THIS TS WHY HE HIS.
i PR Bi iG TI THIS CALL
15863099 I18/02/2008 IClosed — Isawickg PEW Re PROBLEMS BALANCING THE PO WANTS HIS CALL LOGGING HE HAS LOST 10,000 OVER THE LAST
SINCE OCT 06 EACH BALANCE THE BRANGH IS OUT BY A FEW THOUSANDS THE PM SETTLES CENTRALLY
SOMETIMES HE HAS BEEN GIVEN GRACE BUT IS #10,000 SINCE JUNE PM IS NOT GETTING ANY HELP AS 10 THE
415667045 [20/02/2008 Closed —_Imandieyc I F2YE TN WHO CAN THE PM GET TO HELP PLS SEE INC LOG.
IPM HAS SETTLED TO CASH IN ERROR
H1586705€ I20/02/2008 IClosed
MAY 5126 , JULY 28 , AUGUST 25, OCT 6, DEC 25/26 , JAN 1/2
15867695 21/02/2008 {Closed
WHERE IS SARAJEVO CLASSED NOW
H15872900 {27/02/2008 {Closed
POL-BSFF-WITN-017-0038623_0668
MADE ERROR DECLARING CASH - SHOWED SHORTAGE - RE-DECLARED CORRECTLY AND THEN SHOWED GAIN
- ADVISED TWO CANCEL EACH OTHER OUT
15874641 I27/02/2008 IClosed
THE OFFICE HAS CONTINIUNG LOSSES, THIS IS BEING INVESTIGATED BY THE BDM AND OIT , CAN THEY
H15875397 1I28/02/2008 IClosed morleym IPLEASE CALL THE OFFICE , RE-UPDATE, AS THIS IS CAUSING THE PM STRESS AND UPSET
THE PO HAS PROBLEMS REGARDING THE LOSSES IN THE OFFICE HE HAS LOST 700 POUNDS IN THE LAST
H15878692 01/03/2008 IClosed WEEK
15875397
15878701 I01/03/2008 IClosed FPURT IIS OSE THs WEEISOMa709
WHAT ARE THE WEIGHT AND SIZE LIMITS FOR SPAIN
H15882185 04/03/2008 IClosed
HOW TO DEAL WITH INTERNET ORDER
H15883655 05/03/2008 IClosed
IRE PREVIOUS INCIDENT SPMR IS STILL GETTING LOSSES AS OVER LAST 2 WEEKS IS OUT BU ANOTHER #2000+
H15887462 I07/03/2008 IClosed Isandra.grigI IBDM HAS BEENIN AND IS GOING TO TRY AND HELP BUT SPMR WANTS TO DISCUSS george sinclair
IPM ASKING TO SPEAK TO SANDRA AGAIN RE . H15887462 AND CASH DECS ETC ; PMIN THE OFFICE UNTIL
H15888978 I08/03/2008 IClosed —_Isandra.grig) ROUND 13 = 45 HRS . #550 OUT
THE ENCASHMENT OF MONEYORDER
H15889570 I 10/03/2008 IClosed
IPM SAYS HIS LOSSES ARE OCCURRING EVERY TIME HE DOES A CASH DECLARATION
15890430 I10/03/2008 Closed — Isandra.boid
IPM HAS BALANCED AGAIN AND IS NOW CURRENTLY SHOWING #3, 187.21 LOSSES FROM JANUARY TO MARCH -
WILL BE SETTLING LOSS CENTRALLY AT TP END 26 MARCH - PM THINKS THIS IS A SOFT WARE PROBLEM
H18893937 I12/03/2008 Closed WHICH HAS BEEN ONGOING FOR 2 YRS
~~ PM RINGING IN TO LOG THAT HE BALANCED AGAIN WITH ANOTHER #300 OUT, HAS HAD TELEPHONE CALL.
FROM POL, WHICH ADV HIM THAT HE WILL BE RECEIVING A TRAINER IN APRIL BUT NOT HAPPY AS HE HAS
Hi5896151 I19/03/2008 Closed BEEN HAVING THESE PROBLEMS FOR 2 YEARS
CUST ASKING TO SEND MEDICINES TO AUSTRALIA - ADVISED IS SPECIFICALLY RESTRICTED SO CUST CANNOT
H1590108¢ 18/03/2008 IClosed SEND MEDICINES)
9
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118880430 WOULD LIKE TO SPEAK TO SANDRA AND SANDRA ONLY ASKED ME TO GIVE HERA GALL BMF
15903240 49/03/2008 {Closed — Isandra.grigI TRYING TO PROVE HIMSELF THAT HE HAS NOT TAKEN CASH FROM OFFICE
HOW TO ACCEPT PFWW ON HORIZON
H15904437 20/03/2008 IClosed
WHEN DOES THE TARIFF CHANGE TAKE PLACE?
H15910639 27/03/2008 IClosed lisa j.ireland
HOW LONG DOES IT TAKE TO SET UP THE BROADBAND:
H15914585 [31/03/2008 IClosed
DID DECLERATION INCORRECTLY YESTERDAY
H15919850 I03/04/2008 IClosed
ROLL OVER TAKING 2 HRS EVERY WEEK - CUT OFF
H15927002 I10/04/2008 IClosed — fhultzs
HOW TO REMIN SPECIAL STAMPS,
H15939519 I22/04/2008 IClosed lisa,j.ireland
MAX AMOUNT
15941040 I23/04/2008 IClosed
CP FOR COLLECTION OF INTERNET
H15941199 23/04/2008 IClosed
WHAT TO DO WHEN SYSTEM FREEZES WHEN POSTAGE IS ON THE STACK?
H15941738 I23/04/2008 Closed
IRECEIVED E MAIL FROM BDM GEORGE SINCLAIR REQUESTING ARCHIVE INFO OFFICE WILL HAVE TO PAY #11K
115944815 I25/04/2008 IClosed —_Isandra.grig)54CK TO PO LOOK BACK TO MAY 2007
A CUSTOMER BOUGHT A TOP UP FOR 02 AND NO RECEIPT PRINTED TRIED TO REPRINT AND THIS DID NOT
H15945975 I26/04/2008 IClosed —Ihultzs WORKS
}#1700 DEPOSITED SATURDAY ONLY DEP #1170 CUST BACK INTODAY SO HAS DEP REMAINDER OF DEPOSIT
H15946611 {28/04/2008 IClosed HOW CAN PM STOP THE TC COMING THROUGH NOW??
10 46
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(GEORGE SINCLAIRE THE BDM HAS REQUESTED A LIST OF CALLS FROM APR 07 UNTIL THE PRESENT DAY
CONCERNING CALLS LOGGED WITH HORIZON REGARDING SYSTEM FAULTS PM IS COMPLAINING ABOUT HIS
15950817 [30/04/2008 IClosed —Imorleym I sVsTEM AND BDMWANTS TO SEE IF THIS IS GENUINE
EMR HAS NO LABEL ONITEM , SAVING IT TS PRE-PAID
H15957038 06/05/2008 IClosed
WHAT DOES SAN SAP MEAN
15960253 07/05/2008 IClosed
OFFICE CLOSED DUE TO POWER FAILURE IN AREA NOMINATED AS REMEDY BUT THINKS THEY ARE DOWN AS
H15962372 09/05/2008 Closed morleym WELL , PM SAYS IT AFFECTS ALL EAST SIDE OF DUNDEE SEE LOG
Bhi CALLED AND CONFIRMED THE POWER HAS BEEN RESTORED, HE WILL BE OPENING IN THE NEXT 20 MINS
1415962626 Io9/08/2008 IClosed I morleym _IAFTER COMPLETING REBOOTS SEE REF 118952372 FOR THE CLOSURE
TSBE20/CAN PM ENCASH CHRS GIROCHEQUE
H15963248 09/05/2008 IClosed
PM HAS RECEIVED A REM DISCRPENCY, IN HIS BRANCH PM HAS RECEIVED #10 SHORT
H15964836 {12/05/2008 IClosed
ENTERED CHEQUE DEPOSIT AS GASH
H15965039 12/05/2008 IClosed
ACCEPTENCE
H15965558 12/05/2008 [Closed
CANA 14 YR OLD TAKE TRAVELLERS CHEQUES AND SIGN FOR THEM
H15968262 I14/05/2008 IClosed
WHAT TO DO WITH THE PO INST SAVER APP FORMS ?
15968589 {14/05/2008 IClosed
TOSS OF ONLINE SERVIGES
16980455 {23/05/2008 {Closed
THE PROCESS FOR A INACTIVE STOCK UNIT
H15984652 [28/05/2008 IClosed
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[CASH MANAGEMENT
H16003006 I 11/06/2008 IClosed
MANAGER IN DUNDEE EAST DELIVERY OFFICE 01382730486 HAS TOLD OFFICE THAT THEY WANT THEM TO
SORT 1ST AND 2ND CLASS PACKETS FURTHER BY SEPERATING ITEMS WITH STAMPS AND LABELS ON THEM,
16007352 I14/06/2008 IClosed hultzs CAN THIS DO BE NOTIFIED?
A CUSTOMER HAS RETURNED WITHA TRAVEL INSURANCE POLICY SAYING A NAME IS MISSING
H16017978 I25/06/2008 IClosed
CHEQUE DEPOSIT
H16026841 03/07/2008 IClosed
WESSAGE SAYS THE EXPECTED START DATE ISIN THE FUTURE WHAT TO DO?
H16027473 03/07/2008 IClosed lyndsay. fist
ATTACH TO STOCK UNIT
H16046883 {24/07/2008 {Closed
STOCK UNITS 1 AS ROLLED INTO NEXT TP NOW AS A MESSAGE TO ROLL OVER
H16065567 09/08/2008 jClosed lisa j.ireland
THE TD VERFICATION PROCESS
16070300 {14/08/2008 IClosed
IARE HOME SHOPPING PACKETS TRACKABLE
H16075301 . I19/08/2008 [Closed —Imoorej I grag was ASKING HOW CMR KNOWS WHEN THESE HAVE BEEN RECEIVED
CMe AT THE COUNTER SENT PARCEL BUT HAS BEEN TOLD NOT ARRIVED AGND RM SAY NOT TRACKABLE
PUT THROUGHT CHOS, CUSTOMER HAD TO DO AUTHORISATION CODE BUT REFUSED TO GIVE PASSPORT,
16080386 I22/08/2008 closed _ IfishwicksozIHAP SIGNED T CHOS So NOT SURE ABOUT CANCELLING AND ACCOUNTING FOR
ICAN REM IN COUNTRY DEFINITIVES
H16088336 01/09/2008 IClosed
MONEY GRANM REICEVE REF NUMBER DOSENT FIT ON THE SYSTEM
16089093 02/09/2008 IClosed
HOW TO PURCHASE A GROWTH BONDS
H16092728 04/09/2008 IClosed
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WHAT IS THE CURRENT BDC PROMOTION
16092736 o4/09/2008 Closed
/TEL NO FOR TP
422199001 }29/08/2006 Closed
HOW TO REDEEM
H22209002 I11/09/2006 IClosed
SENT TO INDIA AND RETURNED
22213087 }18/09/2006 [Closed
HEMEL TRANSFER
122218684 I20/09/2006 I Ciosed
HAS BROUGHT THIS IN WITH A FIRST CLASS ON IT AND CUSTOMER WANTS A CERT OF POSTING
H22217121 I20/09/2006 IClosed
Pid HAS DISCREPANCY OF #900 LOSS, HE THINKS THIS IS CONNECTED TO BUREAU DE CHANGE TRANSACTION
H22223761 I28/09/2006 {Closed holmesp LISTED ON RECIEPTS AND PAYMENTS, PLEASE ADVISE
DOES THE Pl ENTER FRANKED MAIL ONTO THE HORIZON SYSTEM WHEN IT IS RECORDED MAIL
H22230433 I06/10/2006 [Closed —_Ihultzs
PM WANTEE TO CHECK PROCEDURE
H22244011 I24/10/2006 IClosed
HOW TO PROCESAS S/LABELS
22252829 I03/11/2006 [Closed
HOW DO I FIND OUT THE SIZE 'S FOR PARCELFORCE ON THE SMARTPOST SYSTEM
H22256026 I07/11/2006' IClosed I woodr01
OFFICE IS TRYING TO ADJUST THE FIGURE FOR THE TRAVELLERS CHOS AP REVERSAL ALREADY SPOKE TO Td
H22264630 I20/11/2006 IClosed Isawickg _ I BUT SYSTEM IS NOT ALLOWING TO DO ANYTHING
5000 SECOND CLASS STAMPS OUT. PM RECEIVED A DISCREPANCY IN HIS REM ON MONDAY. THE FULL
" IAMOUNT WAS REMMED IN BUT THE DISCREPANCY AMOUNT WAS NOT PUT INTO SUSPENSE. PM HAS SINCE
H22267726 [23/11/2006 IClosed —_Iholmesp [AMOUNT WAS REA
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[AMOUNT NOT ENTERED IN SUSPENSE.
22267729 I23/11/2006 IClosed
IPM ORDERED STAMPS ON HIS DUE DATE PM SENT IN AN EMERGENCY ORDER LAST WEEK BUT STILL HASNT
RECEIVED ANY PM HAS SINCE HAS BOUGHT 3000 STAMPS FORM ANOTHER OFFICE WHICH CANT BE ENTERED.
H22280572 20/12/2006 IClosed INTO HSH SO HE WONT GET ANY RENUMERATION SAM IS AWARE OF THE PROBLEMS
PRODUCT CODE
H22290288 I 10/01/2007 IClosed
ICHECKING FOR DISCREPANCIES
22300972 I31/01/2007 IClosed
HOW TO DEAL WITH AP REVERSAL
H22302954 05/02/2007 IClosed
ONLINE DEPOSIT FOR INSTANT SAVER CASH DEPOSIT CUSTOMER DID NOT HAVE TH EM ONEY TO PAY
H22305420 09/02/2007 IClosed — Idaviesg
A AND &. TRANSFER DEPOSIT SLIP, 9 FIGURE 100 CASH DEPOSIT. ON GIRO WITHDRAWALS. IS THIS OK BEING 9
H22316331 I27/02/2007 IClosed —_Ibints DIGIT ACCOUNT NO
DECLARE CASH
22339859 I30/03/2007 IClosed
IWHERE DO WE REDIRECT CMR FOR QUERIES
H22365849 25/04/2007 IClosed
[PM WANTED THE CODE FOR BFPO
H22369143 I15/05/2007 IClosed
HOW TO DEAL WITH SPOILT BUS PASSES
22379221 I20/08/2007 Closed
TRAVEL INSURANCE REFUND
H22384605 {28/06/2007 IClosed
HOW TO REVERSE BUY BACKS:
H22396409 I13/07/2007 IClosed
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DOT ADJUST STOCK
H22396813 I14/07/2007 IClosed
CASH CENTRE
H22422722 {10/09/2007 [Closed
MAIL DIRECTION CHILD UNDER 16? CHARGE FOR DIFFERENT SURNAME
H22430465 27/09/2007 — IClosed
PM HAS NOT RECEIVED OPS MANUAL 43 STOCK ORDERING
H22462849 20/11/2007 IClosed lipscov01
PM HAS A DISCREPANCY BUT HAS SEARCHED EVERYWHERE AND CANT FIND WHATS CAUSING IT. HE'S HAS:
H22462740 131/12/2007 {Closed moons LOSSES FOR 3 MONTHS NOW AND NEEDS ADVISE
BUSINESS DEPOSIT ENTERED TWICE ONLINE.
H22474860 {31/01/2008 IClosed mandleyc
OPENING NEW CARD ACCOUNT CUSTOMER HAS INT DRIVING PERMIT?
H22489419 I12/03/2008 {Closed
ROLLED BP #100 OVER BUT NOW SHORT.
H22498184 I05/04/2008 IClosed moorej
OFFICE STILL HAS ALL THE CHQS STILL ON ADJUST STOCK
H22509423 20/05/2008 IClosed
PROCEDURE FOR PRE PAID ITEM
H22512029 I06/06/2008 {Closed
ACCOUNTING AND DESPATCH
H22524798 09/07/2008 {Closed
BO WE DESPATCH THE T30?
H22524800 09/07/2008 IClosed
IPM WANTED TO KNOW WHAT ID TO ACCEPT FOR REDIRECTION
22526390 I11/07/2008 {Closed
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WHAT TRAVELLERS CHEQYES ARE ACCEPTABLE IN TURKEY
22526603 {11/07/2008 IClosed
PM PHONED AS CUS WAS ADVISED BY POST OFFICE TO TAKE EUROS TO TURKEY. WHEN SHE GOT THERE
422526837 11/07/2008 Allocated Iproduct.su IBY WOULD NCE AGGErT HEL CUS HAD OVER 1000 WORTH AND HAD TO USE CREDIT CARD WHICH SHE
PM ASKING WHAT IS PROCEDURE T0 REDEEM
H22527929 15/07/2008 IClosed
REFUNDS
H22532477 24/07/2008 IClosed
CAN CUS PUT INTO BANK ACCOUNT
22532917 I25/07/2008 IClosed
FORMS AND LEAFLETS
22541170 19/08/2008 IClosed
JPM HAS CMR WITH A LABEL ON SAYING PARCEL SERVICES.AND.AB ON BUT He WANTS IT OLARIFIVING AS NOT
H22641394 I19/08/2008 IClosed Isawickg _ [SEEN THIS TYPE OF LABEL BEFORE PLEASE CALL ON, INKS
ICUS BOUGHT BOND GROWTH BOND. SENT HIM LETTER. PLEAE SEND CHEQUE. HAVE REF AND SENT CHEQUE
22542126 24/08/2008 IClosed TO THEM. CUS WANTING TO KNOW WHATS WRONG WITH IT. CUS TRYING HELPLINE CANT GET THROUGH
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Tab 14.4 Supporting Documents Bundle
Historical Shortfall Scheme
Application to join the Scheme
Please read this information before completing the application form
Please only complete one application form. If your claim relates to multiple branches and/or shortfalls, please include
these in the same form. If you contracted with Post Office as various legal entities, you will need to complete a separate
application for each legal entity. You may use separate sheets of paper to complete the application form if necessary.
When submitting your application, you should submit relevant supporting material that will enable your application to
be properly considered. Failing to provide this information with your application may result in unnecessary delays.
In light of the ongoing coronavirus situation, please apply by email to minimise any potential delays with processing
applications. If you don't have an email address yourself, a family member or friend is welcome to email on your behalf.
If you do not have any access to an email address to submit all or part of your application, in those circumstances
applications can be sent by post. Please note postal applications and queries may not be processed immediately given
the current circumstances.
If any additional information is required to help progress your application, you will be contacted about this.
This application form, the Eligibility Criteria and the Terms of Reference contain formal, legal information and language
that is necessary for the integrity of the scheme. Where possible, such as in the questions and answers to help you
complete your application, we have kept the information as clear and straightforward as possible.
Applications and other communications should be sent
by email to historicalshortfallschemd GRO _I
or by post to Post Office Historical Shortfall Scheme, PO Box 76882, London EW IRR. Please use Royal Mail as
PO Box addresses can only accept post from Royal Mail and not from other carriers or couriers. If you do need to
apply by post, please only provide copies of the supporting documents/material rather than original documents,
which should be retained for your own records, and we advise using a trackable service such as Royal Mail Special
Delivery if sending documents by post. Postal applications should only be submitted if the applicant has no access
to an email address they can use.
Please note these are Post Office addresses as this is a Post Office scheme - please be assured eligible claims will be
assessed by an independent advisory panel.
In order to be eligible for the Historical Shortfall Scheme, you must meet all of the criteria set out below:
1. You must have, or have previously had, a contract directly with Post Office. If you are applying to the scheme
on behalf of another person or a company, they must have, or have previously had, a contract directly with
Post Office.
2. Your application must relate to shortfalls which arose in respect of previous versions of Horizon (sometimes
referred to as Legacy Horizon, Horizon Online or HNG-X). Please note that the High Court has held that the
current version of Horizon (HNG-A ~ sometimes referred to as the ‘Branch Technology Upgrade’) is robust
relative to comparable systems. If you hi cern you believe is related to the current version of Horizon,
please contact casereviewteamt_. Jand if you experience an operational issue when using the
current version of Horizon please report it to the Branch Support Centre.
1
CCRC Meeting - 10 June 2021-10/06/21 717 of 881
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3. If you are making an application on behalf of another person, you must be a legally appointed assignee, personal
representative, attorney or deputy of the person you are making the application on behalf of. Please note that you
must provide proof of this legal relationship when you submit your application.
4, You must agree to be bound by the Terms of Reference for the scheme, by returning a signed copy with your
application. A copy of the Terms of Reference is available on the scheme website.
5. Your application and time with Post Office must not involve or relate to any criminal conviction(s). Only the
criminal appeal courts can consider past convictions, Please note a caution is not a criminal conviction and will
not affect eligibility for the scheme.
6. You must not have been part of the group litigation against Post Office that settled in December 2019.
The settlement reached by the parties was full and final. You must also not have entered into a settlement
agreement with Post Office other than as part of the Initial Complaint Review and Mediation Scheme
commenced in 2013 or as a result of Network Transformation or other scheme.
If you are unsure whether you are eligible for the scheme, please contact historicalshortfollschemd,
For further information about how Post Office will process your information, please see the privacy policy at
www.onepostoffice.co.uk/scheme
CORG Mesting
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e
Confidential POST R
Mr Thomas Smith
Subpostmaster
Post Office® Keadby Branch
49 Station Road
Keadby
SCUNTHORPE
DN17 3BS
www.postoffice.co.uk
14 August 2008
Dear Mr Smith
Re-Instatement of Contract for services
!am writing following our recent meeting in which we discussed the issues relating to
your suspension.
I have reviewed the papers relating to this case very carefully and have taken into
account the points you have put forward.
After consideration I have decided not to take any further contractual action regarding
your Contract for Services as Subpostmaster Post Office® Keadby branch. However, I
do feel that the situation at the branch was due to the fact that you did not have
appropriate controls in place to ensure the efficient operation of the branch. This
resulted in losses being incurred in che account of which you were unaware and the
situation in which you now find yourself. I am prepared therefore to give you a final
opportunity to improve your performance as Subpostmaster of Post Office® Keadby
branch.
Reinstatement is on the condition that you make yourself available for Post Office Ltd
refresher training at your branch and that you ensure you or a fully trained and up to
date manager is in place to run the branch in your absence and sufficient fully trained
staff in place to meet customer demand.
!am also conscious of the additions made to the interview notes regarding the
balancing of the branch, the running of the satellites and that Clair Hind is not now
involved in the running of the business, all of which I agree with
Theres onl HAUSE RS inde SeaiLASELIIeeS MHI ASIGMMERant and sustained
for the ours PROMARRAMtNdY OLMPerformancaovatcthenext Fmgomtas,awilhhaveta seriQuslyp authorises
and regulated by the Financial Sewices Autority Registered in England no. 212420, Registered Office: Brstol& West pl, One Temple Back East, Temple Quay, BstolBS1 6DX.
Post Office’, car and home insurance is administered by BISL. Limited, who are authorised and regulated by the Financial Services Authority Registered in England No 3231094,
Registered office: Pegasus House, Bakewell Road, Orton Southgate, Peterborough, PE2 6YS,
Card Account offered by 2P. Morgan Europe Ltd through Post Offce Ltd 1P. Morgan Europe Ltd's authorised and regulated by the Financial Services Authority Registered in
England & Wales No. 938937, Registered Office: 125 London Wall, London EC2Y 5A,
Swydaar Post Cyt. Cofrestrays yng Nahymru a Lloegr rhif 2154540. Swyddta gofrestiedig. 80 - 86 Old Street, Lundin, EC1V NN,
Mae Swyddi Post a symbol Swydafar Post yn nodau masnachu cofrestredig © elddo Swuyddfa'r Post Cyf yn y OG a gwiecyaid eri
I dibenion cyntyichion a reoieiddir dan Ddeddf Marchnadoedd & Gwasanaethau Ariannol 2000, mae Suryidfa's Post Cyf yn un o gyarychiolwyr apwyntiedig Bristol & West cc, a ancurcodir ac
«eoleiddir gan yr Andurdod Gwasanaethau Ariannol Cofrestmyd yng Nghymu a Leg tif 2124201, Suydcta gofrestrelig: Bristol & West cc, One Tempe Back East. Temple Quay, Bryste BS1 6OX
Gweinyddir yswiiont car a chartref Swydda' Post® gan BISL Cyfyngedig, a awdurdodii aca reoteiddir gan yr Awdurdod Gwasanaethau Ariannol Coftestruyd yn Lloegr Rhif 3231094,
Swyddfa gofrestredig; Pegasus House, Bakewell Road, Orton Southgate, Peterborough, PE2 6YS,
unig y Cuff Cerdyn gan 3°. Mergan Europe Cyf druy Swyddfa Post Cy. Awdurdodir a theoleiddl P, Morgan Europe Cyf gan yr Awdurdod Gwasanaethau Ariannol, Cofrestrwyd yng
Nghymru a Lioegr Rhif 938937, Swyddfa Gofrestiedig: 125 London Wall, lundain EC2Y 5A,
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an
Page 2 of 3
consider the termination of your contract for services by means of three months
notice.
I have arranged for the branch to be transferred back to youon Monday 8 September
at 1:00 p.m. when a member of the audit team will be in attendance and Lynda
Lightfoot of Outlet Field Support will attend the following day
Please sign and return one copy of this letter.
A second copy is enclosed for your retention.
Yours sincerely
Paul Williams
Agents Contract Manager
Post Office Ltd
2" Floor
The Markets Post Office
6/16 New York Street
Leeds
LS2 7DZ
14.4
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Page 3 of 3
To: — Paul Williams
Agent Contracts Manager
From: MrT Smith
Subpostmaster
Post Office® Keadby Branch
I have noted the contents of the letter sent to inform me of the proposed transfer of
the branch back to myself and the conditions contained within it.
Name Mr T Smith
Branch
Signed:
Date:
POL-BSFF-WITN-017-0038623_0725
To: From: ce:
Karen Arnold Glen Morris Paul Whittaker
Contract Advisor Audit Officer Investigation Manager
Area Intervention Graham Luke, Alvin
Office West
Network Compliance
Audit Managers
Date: 16 May 2008
Audit of Post Office® Keadby branch code 360311.
On Friday 16 May 2008, accompanied by my colleague Lynne
Eastwood, I conducted an audit at Post Office® Keadby branch.
The purpose of this audit was to verify financial assets due to the Post
Office® and confirm compliance with a range of Business processes,
procedures and regulatory requirements.
The audit revealed an overall trading position of £13993.30 short.
The current trading position was the result of the following:
AUDIT FINDINGS
£ I 6247.66 I (-) I Shortage revealed at Keadby Branch 360311
£) 7745.64 I (- I Shortage revealed in Satellite Branch,
))_I Burringham 391311
£ I 13993.30 I (-) I Total Audit Shortage
We arrived at Keadby branch at 0820, Claire Hind, the
Subpostmaster’s daughter, arrived about 0840, allowed us into the
secure area and was present throughout the audit.
We asked Clare to produce all the cash, stock and vouchers and add
myself to the Horizon system. I then continued to print off the relevant
reports.
At this point Clare informed me that the cash and stock belonging to
Burringham was also secured at Keadby. This is a satellite branch,
which operates from the Burringham Village Hall, and is only open for
two hours on a Monday and Thursday afternoon.
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We informed Clare, that because the satellite cash and stock was held
and controlled at Keadby, we would also have to verify the assets
belonging to Burringham.
We continued the audit of Keadby which resulted in a shortage
£6247.66 as follows:
AUDIT FINDINGS
£ I 6247.66 Shortage revealed in cash
(-)
£ I 6247.66 I (-) I Total Shortage
Whilst verifying Keadby we found 23 stock remittances, dating back to
March 2007, which had been put under the counter. The total value of
these was £5904.27. These remittances had not been booked in on
the Horizon System.
Although the majority of the remittances discovered were proper to
Burringham, Burringham’s Horizon Terminal had no facility to book
remittances in directly. The correct procedure is to book the stock in at
Keadby then transfer it to Burringham as a branch to branch transfer.
Lynne booked in all these remittances at Keadby at the time of the
audit.
At this point I contacted the NBSC Helpline to advise that an audit was
being performed at the branch, and that it would remain closed until its
conclusion. A notice displaying the nominated branches was placed in
the branch window.
We then went on to verify the assets belonging to Burringham
revealing a further shortage of £7745.64 as follows:
AUDIT FINDINGS
£ I 8406.93 I (-) I Shortage revealed in cash
£} 661.29 I (+) I Surplus in stock
£ I 7745.64 I (-) I Total Shortage
At no point did Clare offer any explanation for the shortages, although
her father, Mr Thomas Smith, the subpostmaster, later told us that she
was the one who had declared the cash for both branches, the
evening prior to the audit.
12
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The cash declarations were as follows:
Declared Actual
Burringham 10819.70 53.68
Keadby 35461.99 31195.82
I contacted Glenn Chester, Contracts Advisor, to inform him of our
findings. I also informed Alvin West, Network Compliance Audit
Managers, and Paul Whitaker, Investigation Manager.
Glenn asked me to inform Mr Smith of our findings and that he would
be temporarily suspended whilst further investigations are carried out.
The shortage was posted to late account and all the cash and stock
was secured in the safe .The alarm was set and Mr Smith was asked
to produce all the keys to the safe and secure area, which I then sent
to the Central Support Team, Stockport.
If you require any additional information regarding the audit, please
contact me on the telephone number below.
13
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Tab 15.4 Supporting Documents Bundle
Historical Shortfall Scheme
Application to join the Scheme
Please read this information before completing the application form
Please only complete one application form. If your claim relates to multiple branches and/or shortfalls, please include
these in the same form. If you contracted with Post Office as various legal entities, you will need to complete a separate
application for each legal entity. You may use separate sheets of paper to complete the application form if necessary.
When submitting your application, you should submit relevant supporting material that will enable your application to
be properly considered. Failing to provide this information with your application may result in unnecessary delays.
In light of the ongoing Coronavirus situation, please apply by email to minimise any potential delays with processing
applications. If you don't have an email address yourself, a family member or friend is welcome to email on your behalf.
If you do not have any access to an email address to submit all or part of your application, in those circumstances
applications can be sent by post. Please note postal applications and queries may not be processed immediately given
the current circumstances.
If any additional information is required to help progress your application, you will be contacted about this.
This application form, the Eligibility Criteria and the Terms of Reference contain formal legal information and language
that is necessary for the integrity of the scheme. Where possible, such as in the questions and answers to help you
complete your application, we have kept the information as clear and straightforward as possible.
Applications and other communications should be sent:
by email to historicalshortfallschem¢___ GRO.
or by post to Post Office Historical Shortfall Scheme, PO Box 76882, London EIW 9RR. Please use Royal Mail as
PO Box addresses can only accept post from Royal Mail and not from other carriers or couriers. If you do need to
apply by post, please only provide copies of the supporting documents/material rather than original documents,
which should be retained for your own records, and we advise using a trackable service such as Royal Mail Special
Delivery if sending documents by post. Postal applications should only be submitted if the applicant has no access
to.an email address they can use.
Please note these are Post Office addresses as this is a Post Office scheme - please be assured eligible claims will be
assessed by an independent advisory panel.
In order to be eligible for the Historical Shortfall Scheme, you must meet all of the criteria set out below:
1. You must have, or have previously had, a contract directly with Post Office. If you are applying to the scheme
‘on behalf of another person or a company, they must have, or have previously had, a contract directly with
Post Office.
2. Your application must relate to shortfalls which arose in respect of previous versions of Horizon (sometimes
referred to as Legacy Horizon, Horizon Online or HNG-X). Please note that the High Court has held that the
current version of Horizon (HNG-A - sometimes referred to as the ‘Branch Technology Upgrade’) is robust relative
to comparable systems. If you have a concern you believe is related to the current version of Horizon, please
contact casereviewteat ind if you experience an operational issue when using the current 15.4
version of Horizon please report it to the Branch Support Centre.
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3. If you are making an application on behalf of another person, you must be a legally appointed assignee, personal
representative, attorney or deputy of the person you are making the application on behalf of. Please note that you
must provide proof of this legal relationship when you submit your application.
4. You must agree to be bound by the Terms of Reference for the scheme. A copy of the Terms of Reference is
available on the scheme website and is also contained below within the application form.
5. Your application and time with Post Office must not involve or relate to any criminal conviction(s). Only the
criminal appeal courts can consider past convictions. Please note a caution is not a criminal conviction and will not
affect eligibility for the scheme.
6. You must not have been part of the group litigation against Post Office that settled in December 2019.
The settlement reached by the parties was full and final. You must also not have entered into a settlement
agreement with Post Office other than as part of the Initial Complaint Review and Mediation Scheme
commenced in 2013 or as a result of Network Transformation or other scheme.
If you are unsure whether you are eligible for the scheme, please contact historicalshortfallschemeI
GRO
For further information about how Post Office will process your information, please see the privacy policy at
www.onepostoffice.co.uk/scheme.
Historical Shortfall Scheme Terms of Reference
In order to enter the Historical Shortfall Scheme, you must agree to these terms of reference.
1. Post Office intends to establish the Historical Shortfall Scheme (the “Scheme”) to address past issues regarding its
point-of-sale accounting system, Horizon.
2. The purpose of the Scheme is to resolve past issues with current and former postmasters who, in good faith,
believe they may have been affected by shortfalls which relate to previous versions of Horizon (sometimes
referred to as Legacy Horizon, Horizon Online or HNG-X) (“Historical Shortfalls”). The Scheme will not
deal with issues arising with the current version of Horizon (HNG-A, sometimes referred to as the ‘Branch
Technology Upgrade’).
3. All applications to join the Scheme must be received by Post Office by midnight on Friday 14 August 2020. If they
are not, Applicants will not be eligible to join the Scheme unless Post Office agrees otherwise.
4. Applications and other communications should be ser
4.1 by email to historicalshortfallschemd GRO I
4.2 or by post to Post Office Historical Shortfall Scheme, PO Box 76882, London ElW 9RR. Please use Royal Mail
as PO Box addresses can only accept post from Royal Mail and not from other carriers or couriers.
In light of the ongoing Coronavirus situation, at the time of launch (1 May 2020) post may not be dealt
with immediately. Please apply by email; postal applications should only be submitted if the applicant
has no access to an email address they can use. We will update the information on the scheme website
if circumstances change.
Please note these are Post Office addresses as this is a Post Office scheme - please be assured eligible
applications will be assessed by an independent advisory panel.
5. Applicants to the Scheme are required to agree to these Terms of Reference. Applicants who do not agree to the
Terms of Reference will not be eligible to participate in the Scheme.
6. Once an application has been made, either party may write to the other to request relevant information.
The parties shall co-operate with one another in providing any information which the other party may reasonably
request. Information obtained and provided in relation to each application should be proportionate to the
circumstances of that application.
7. Eligible applications made under the Scheme will be individually investigated and the outcomes assessed by an
independent advisory panel. Following assessment of the claim, Post Office will write to the Applicant setting out
the outcome of his or her application.
8, In the event the Applicant is dissatisfied with the outcome of his or her application, the following Dispute
Resolution Procedure shall apply:
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a. The Applicant must notify Post Office by email or post within 28 days that he or she wishes to engage the
dispute resolution procedure. Please see the previous advice around using email wherever possible in light of
the ongoing Coronavirus situation.
b. As soon as is practicable, at least one Post Office representative shall meet with the Applicant by telephone
and endeavour to resolve all issues regarding any outstanding shortfalls in good faith and in a manner that takes
into account the legitimate interests of Post Office and the Applicant (the “Good Faith Meeting”).
c. IF the dispute is not resolved as a result of the Good Faith Meeting, either party may within 28 days escalate
the dispute to a member of Post Office's senior management (the “Escalation Meeting”) in writing by email
or by post. Please see the previous advice around using email wherever possible in light of the ongoing
Coronavirus situation.
d. If the dispute is not resolved as a result of the Escalation Meeting, either party may refer the matter to
Wandsworth Mediation Service (“WMS”) within 28 days for mediation (the “Mediation”). WMS is a charity
chaired by Stephen Ruttle GC, one of the two independent mediators who assisted the parties to reach
agreement between Post Office and the claimants in the group litigation. All income generated by WMS is
used to support the services it provides in the community. WMS will carry out the Mediation in accordance
with standard terms. The Applicant will not be required to contribute towards the costs of Mediation but the
Mediation will be limited to four hours in duration.
e. All Good Faith Meetings, Escalation Meetings and Mediations shall be carried out on a confidential and
“without prejudice” basis, to ensure each party is able to engage in an open and meaningful fashion.
f. Any settlements reached shall be on a full and final basis and shall not be capable of being re-opened save in
the event of fraud. The terms of each settlement will be recorded in writing and signed by both parties.
g._ Inrelation to disputes which are not resolved at, or as a result of any Mediation:
i. disputes for sums totalling not more than £10,000 shall be resolved by recourse to civil proceedings in
the County Court pursuant to the Small Claims Track and shall be subject to the fee scale applicable
thereto. The parties agree not to seek reallocation of the proceedings to the Fast Track or the Multi
Track; and
ii, disputes for sums totalling in excess of £10,000 shall be referred to and finally determined by arbitration
under the Arbitration Act 1996. The appointing authority shall be either Charles Flint QC or Stephen
Ruttle QC, the number of arbitrators shall be one, the seat of arbitration shall be London, England and
the language of the arbitration shall be English.
These dispute resolution procedures may be varied by agreement between Post Office and the Applicant or, if it
becomes apparent that amendments to these terms would allow the Scheme to operate more effectively without
causing any material disadvantage to the Applicants, by agreement between Post Office and Charles Flint QC or
Stephen Ruttle QC.
. Post Office will deal with all Applicants in good faith and in light of the lessons learned from Mr Justice Fraser's
judgments in the group litigation. However:
a. entry into the Scheme does not guarantee that a relevant shortfall will be repaid or written off; and
b. by creating the Scheme, Post Office does not waive any of its own legal rights. The duty of good faith is
reciprocal and, if it appears from the investigation of any application made that the Applicant has not acted
consistently with his or her own duties of good faith, Post Office shall not be precluded from taking such
steps as may be open to it as a matter of law.
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Tab 15.4 Supporting Documents Bundle
Gary R Thomas To: Fraud Team Post Office Ltd@POSTOFFICE
cc: Graham Brander/e/POSTOFFICE@POSTOFFICE
Bemeenne 13:0 Glenn Chester/e/POSTOFFICE@POSTOFFICE
Subject: Case Closure
Case Closure report must be emailed to Primary Stakeholder and copied to all Secondary Stakeholders & Paul Dann, on
final completion/submission of case.
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[Case reference: IPOLTD/0708/0250
[Date case set up: 18/02/2008
ranch Name: (or other \CALLOW END SPOB
ocation)
ranch Code: 162 / 247
[Main Enquiry Category: [Other
IEnquiry Type: Fraudulent Spoilt Postage Labels
lame of Person(s) N/A
Interviewed: (if applicable)
pupiect type / Grade: (Delete ISPMR
‘5 applicable):
[Case File associated: lYes
IPrimary Stakeholder: IGlen Chester
[Secondary Stakeholder(s): IN/A
identified rd Loss: I£7,124.11
}: Only losses. NS EA TRE WS Ts GAS Wk RPT ERIE STG A RR
‘or example if the case is an audit shortage of £50k, but £10k is known to be outstanding/other TCs, then the Identified
riminal Loss is £40k.
otential Recovery: (method I£7,124.11
dates) £
: Potential recoveries Include known Tes to be Issued, arrangements “ongoing sale of
ete - ie any known I
Being made for instalments,
activity undertaken to pursue recovery, which is in the pipeline.
Actual Recovery: (method &
(dates)
£7,124.11 (02/09/2008)
Account, ete - ie any known
£
JNB: Actual recoveries include known cash repaid. known cheques repaid, elther via funding notification, direct to Late
that has been been physically received, as opposed to being in the pipeline.
(Confiscation case:
No
SPSO cases: has SPMR \Yes
jbeen made aware of loss?:
Is there a Financial NIA
Investigation still ongoing?:
(if yes, this form must be emailed
relevant Financial Investigator
'S case will remain open within
er remit)
as outcome: (if prosecution IFull Recovery No Further Action.
include further details below)
rosecution Outcome: NIA
include court, date & sentence)
;osts / Compensation: N/A
(Compensation awarded in
wuiltiple partner cases / SPSO
sssistant cases must be repaid to
loser ~ contact PBA Banking Duty
: 0
lei
(dealt with correctly).
ebarment: (Confirm completed
rocedural and
rganizational failings
N/A
10
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jiscussion held with
itakeholder(s): (discussion
\ust occur prior to closure -
line any solutions, agreed
tions, refer to next level if issues
main e.g Crown Office failings
ia BM/Operations Manager).
re there outstanding No
issues of a significant
ature: (e.g impact, reluctance,
fusal to implement solutions,
isiness critical, ete - if yes, the
iatter should be reported in more
letail to Team Leader)
bt ‘other comments: (NB: it [Nil
case then additional closure
rm is required to be completed)
IFraud Advisor in case: Gary Thomas
‘raud Operational Team IGraham Brander
eader:
Regards,
Gary Thornas
Fraud Advisor
Post Office Ltd, National Security Tearn
Alder Hills Delivery Office 1-5 Alder Hills, Poole, Dorset, BH12 44H
GRO.
perio ey
Confidential Information: This email message is for the sole use of the intended recipient (s) and may contain
Confidential and priviteged information. Any unauthorised review, use, disciosure or distribution is pronibted.
Ifyou are notthe intended recipient, please contact me by reply é-maitand destray all copes of the orginal
message.
ch Please consider the environment before printing this e-mail
11
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Post Office Historical Shortfall Scheme
PO Box 76882
London
E1W ORR
Our reference : 001315_Paul Curnock
Mr Paul Curnock
GRO
26 March 2021
Historical Shortfall Scheme: Request for further information
Dear Mr Curnock
Thank you for your continued patience while we work through the large number of
claims. We're sorry that it is taking longer than expected.
The Independent Advisory Panel has asked that we request further information from
you to provide the fairest assessment of your claim. It would be helpful if you could
answer as many of the enclosed questions as possible. If you cannot give a precise
answer, an approximation will help, and your claim will still be assessed fairly, even if
you cannot answer everything. Thank you.
If you need any support in providing the information requested or with any of the
questions, or if you think you will need more time to respond, please let us know by
email or by post (details below).
It would be helpful if you could please reply to the questions as soon as convenient,
and within 28 days of the date of this letter, to
hi: fallschem:
supporting documents. If we haven't heard from you by 23 April 2021 we will continue
to assess your claim with the information we currently have.
We will let you know the outcome of your application as soon as we can but please be
aware this could take some months from receiving your response.
Further support
If you have any further questions about the scheme or your application, please refer
to the overall questions and answers on the scheme website at
onepostoffice.co.uk/scheme or contact us at
historicalshortfalischemei, GRO i
Thank you again and we look forward to receiving your response.
Yours sincerely,
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Declan Salter
Director - Historical Shortfall Scheme...
historicalshortfallscheme GRO
If you don’t have email access, you can send your additional material by post to Post
Office Historical Shortfall Scheme, PO Box 76882, London E1W ORR. Please use Royal
Mail as PO Box addresses can only accept post from Royal Mail and not from other
carriers or couriers. Again, please send copies rather than originals. Please note postal
queries may take longer due to current covid restrictions.
13 :
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Tab 15.4 Supporting Documents Bundle
HRRAER RAR EAR RRRR RARER REAR RR ER EER RE EAE ERR EERE ERR ARERR REE AER RR EERE
“Post Office Limited is committed to protecting your privacy. Information about how we do this can be found
on our website at www.postoffice.co.uk/privacy”
<001315_Paul Curnock - Callow End.pdf>
16
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Tab 16.4 Supporting Documents Bundle
Historical Shortfall Scheme
Application to join the Scheme
Please read this information before completing the application form
Please only complete one application form. If your claim relates to multiple branches and/or shortfalls, please include
these in the same form. If you contracted with Post Office as various legal entities, you will need to complete a separate
application for each legal entity. You may use separate sheets of paper to complete the application form if necessary.
When submitting your application, you should submit relevant supporting material that will enable your application to
be properly considered. Failing to provide this information with your application may result in unnecessary delays.
In light of the ongoing coronavirus situation, please apply by email to minimise any potential delays with processing
applications. If you don't have an email address yourself, a family member or friend is welcome to email on your behalf.
If you do not have any access to an email address to submit all or part of your application, in those circumstances
applications can be sent by post. Please note postal applications and queries may not be processed immediately given
the current circumstances.
If any additional information is required to help progress your application, you will be contacted about this.
This application form, the Eligibility Criteria and the Terms of Reference contain formal, legal information and language
that is necessary for the integrity of the scheme. Where possible, such as in the questions and answers to help you
complete your application, we have kept the information as clear and straightforward as possible.
Applications and other communications should be sent:
by email to historicalshortfallsche:
or by post to Post Office Historical Shortfall Scheme, PO Bi 76882, London ElW 9RR. Please use Royal Mail as
PO Box addresses can only accept post from Royal Mail and not from other carriers or couriers. If you do need to
apply by post, please only provide copies of the supporting documents/material rather than original documents,
which should be retained for your own records, and we advise using a trackable service such as Royal Mail Special
Delivery if sending documents by post. Postal applications should only be submitted if the applicant has no access
to.an email address they can use.
Please note these are Post Office addresses as this is a Post Office scheme - please be assured eligible claims will be
assessed by an independent advisory panel.
In order to be eligible for the Historical Shortfall Scheme, you must meet all of the criteria set out below:
1. You must have, or have previously had, a contract directly with Post Office. If you are applying to the scheme
‘on behalf of another person or a company, they must have, or have previously had, a contract directly with
Post Office.
2. Your application must relate to shortfalls which arose in respect of previous versions of Horizon (sometimes
referred to as Legacy Horizon, Horizon Online or HNG-X). Please note that the High Court has held that the
current version of Horizon (HNG-A - sometimes referred to as the ‘Branch Technology Upgrade’) is robust
relative to comparable systems. If you have a concern you believe is related to the current version of Horizon,
please contact casereviewtea! “hd if you experience an operational issue when using the
current version of Horizon ple: = Branch Support Centre.
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3. If you are making an application on behalf of another person, you must be a legally appointed assignee, personal
representative, attorney or deputy of the person you are making the application on behalf of. Please note that you
must provide proof of this legal relationship when you submit your application.
4. You must agree to be bound by the Terms of Reference for the scheme, by returning a signed copy with your
application. A copy of the Terms of Reference is available on the scheme website
5. Your application and time with Post Office must not involve or relate to any criminal conviction(s). Only the
criminal appeal courts can consider past convictions. Please note a caution is not a criminal conviction and will
not affect eligibility for the scheme.
6. You must not have been part of the group litigation against Post Office that settled in December 2019.
The settlement reached by the parties was full and final. You must also not have entered into a settlement
agreement with Post Office other than as part of the Initial Complaint Review and Mediation Scheme
commenced in 2013 or as a result of Network Transformation or other scheme.
For further information about how Post Office will process your information, please see the privacy policy at
www.onepostoffice.co.uk/scheme
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Tab 16.4 Supporting Documents Bundle
Historical Shortfall Scheme
Terms of Reference
In order to enter the Historical Shortfall Scheme, you must agree to these terms of reference. You can do so
by signing in the section set out below. A signed copy of the terms of reference must be provided alongside your
application form.
1. Post Office intends to establish the Historical Shortfall Scheme (the “Scheme”) to address past issues regarding its
point-of-sale accounting system, Horizon.
2. The purpose of the Scheme is to resolve past issues with current and former postmasters who, in good
faith, believe they may have been affected by shortfalls which relate to previous versions of Horizon
(sometimes referred to as Legacy Horizon, Horizon Online or HNG-X) (“Historical Shortfalls”). The Scheme
will not deal with issues arising with the current version of Horizon (HNG-A, sometimes referred to as the
‘Branch Technology Upgrade’).
3. All applications to join the Scheme must be received by Post Office by midnight on Friday 14 August 2020. If they
are not, Applicants will not be eligible to join the Scheme unless Post Office agrees otherwise.
4, Applications and other communications should be set
41 by email to historicalshortfallschem{
4.2 or by post to Post Office Historical Shortfall Scheme, PO Box 76882, London ElW 9RR. Please use Royal Mail
as PO Box addresses can only accept post from Royal Mail and not from other carriers or couriers.
In light of the ongoing coronavirus situation, at the time of launch (1 May 2020) post may not be dealt
with immediately. Please apply by email; postal applications should only be submitted if the applicant
has no access to an email address they can use. We will update the information on the scheme website if
circumstances change.
Please note these are Post Office addresses as this is a Post Office scheme - please be assured eligible
applications will be assessed by an independent advisory panel.
5. Applicants to the Scheme are required to agree to these Terms of Reference. Applicants who do not agree to the
Terms of Reference will not be eligible to participate in the Scheme.
6. Once an application has been made, either party may write to the other to request relevant information.
The parties shall co-operate with one another in providing any information which the other party may reasonably
request. Information obtained and provided in relation to each application should be proportionate to the
circumstances of that application.
7. Eligible applications made under the Scheme will be individually investigated and the outcomes assessed by an
independent advisory panel. Following assessment of the claim, Post Office will write to the Applicant setting out
the outcome of his or her application.
8. In the event the Applicant is dissatisfied with the outcome of his or her application, the following Dispute
Resolution Procedure shall apply:
8.1 The Applicant must notify Post Office by email or post within 28 days that he or she wishes to engage the
dispute resolution procedure. Please see the previous advice around using email wherever possible in light
of the ongoing coronavirus situation.
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Year ending 30 April.
1993
1994
1995
1996
1997
1998
1999
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
to 30/09/2010
Overall shortfall
Shortfall (Gain) £
133
658
55
122
(140)
752
1922
1733
2896
6300
1224
(150)
(178)
72
867
620
(605)
62
16,343
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Tab 16.4 Supporting Documents Bundle
R SHEPHERD
RAWTENSTALL POST OFFICE
‘TRADING AND PROFIT AND LOSS ACCOUNT
FOR THE YEAR ENDED 30TH APRIL 1994
1994
£
Stationery sales 7,734
Gas and electric stamps sales 83,318
Photo Booth —1,929
92,981
stock 4,105
Stationery purchases 6,109
Gas and electric stamps purchases 80, 704
90,918
Closing stock £4,299)
Cost of Sales 86,619
Gross profit — 5,362
Other income:
Deposit interest receivable 23
Salary received 66,231
72,616
Administrative expenses:
Rent 10,692
Rates 2,793
Water rates aa
Light and heat 969
Repairs and renewals 591
25,250
Audit and accountancy 760
Insurance (general) 282
44
Fixtures and Fittings 3,485
Lease Premium 500
Miscellaneous expenses 44S
Net cash shortages 658
aie 110
Bank loan interest 2,719
49,842
Net profit for the year 22,774
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8,490
62,999
1,369
——
1,967
6,714
61,789
70,470
(4,105)
66,365
6,493
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Tab 16.4 Supporting Documents Bundle
‘I
j
i RICHARD C SHEPHERD
T/A
RAWTENSTALL POST OFFICE
TRADING AND PROFIT AND LOSS ACCOUNT FOR THE YEAR ENDED 30 APRIL, 1995
1995 1994
£ £ £ £
INCOME
Stationery etc Sales 8,090 7,734
Gas & Electricity Stamp Sales 50,990 83,318
Photo Booth 1,871 1,929
60,951 92,981
Less: Stationery etc Purchases 5,560 6,109
Gas & Electric Stamp Purchases 48,500 80,704
Add: Opening Stock 4,299 4,105
58,359 90,918
Less: Closing Stock 3,218 4,299
55,141 86,619
GROSS PROFIT £ 5,810 £ 6,362
OTHER INCOME
Salary 70,739 66,231¥
Deposit Account Interest 32 23
76,581 $7 72,616
LESS: EXPENSES
Wages * 27,551 25,250
Rent 9,850 10,692
Rates 5,675 2,793
Water Rates 240 244
Light & Heat 770 969
Repairs & Renewals 623 591
Telephone 289 344
Accountancy Charges 395 760
Bank Charges 69 110
Insurance 576 282
Loan Interest 1,745 2,719
Net Cash Shortages 55 658
Sundry Expenses 486 445
Depreciation:-
Fixtures & Fittings 1,854 3,485
Lease Premium 500 500
50,679 49,842
NET PROFIT FOR THE YEAR £25,902 £22,774
12
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RICHARD C_ SHEPHERD
‘A
RAWTENSTALL POST OFFICE
TRADING AND PROFIT AND LOSS ACCOUNT FOR THE YEAR ENDED 30 APRIL.
1996 1995
£ £ €
INCOME
Stationery etc Sales 8,472 8,090
Gas & Electricity Stamp Sales 30,694 50,990
Photo Booth 1,607 1,871
aty
40,773 ‘ 60,951
Less: Stationery etc Purchases 7,066 5,560
Gas & Electric Stamp Purchases 29,876 48,500
Add: Opening Stock 3,218 4,299
40,160 58,359
Less: Closing Stock 4,226 3,218
35,934 ma 55,141
GROSS PROFIT £ 4,839 336 £ 5,810
‘THER INCOME
Salary 74,570 3:39 70,739
Deposit Account Interest (Net) 28 E xcuvre 32
79,437 76,581
LESS: EXPENSES
Wages 30,7547 27,5517
Staff Uniforms 168 ~ -
Rent 13,992- 9,850-
Rates 3,932 7 5,675 -
Water Rates 3287 2407
Light & Heat 1,023 ~ 7707
Cleaning 223- -
Repairs & Renewals 859 623~
Printing, Postage, Stationery
& Advertising 552— -
Telephone 513 - 289-
Accountancy Charges 425- 395 -
Bank Charges 11S 69-
Insurance 1,190 576:
Legal & Professional Charges i -
Loan Interest 1 1,745 —
Net Cash Shortages 1227 gi
Sundry Expenses 190— 486—-
Depreciation:-
Fixtures & Fittings 1,719 1,854
Lease Premium 500 500
57,981 50,679
NET PROFIT FOR THE YEAR £21, 456 £25,902
13 16.4
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Tab 16.4 Supporting Documents Bundle
RICHARD C SHEPHERD
y
TA
RAWTENSTALL POST OFFICE
TR: IG ROFIT 'S 30 APRI
1997 1996
£ £ £ £
INCOME
Stationery etc Sales 8892 8472
Gas & Electricity Stamp Sales 26478 30694
Photo Booth 1345 1607
36715 40773
Less: — Stationery etc Purchases 7144 7066
Gas & Electricity Stamp Purchases 25608 29876
Add: Opening Stock 4226 3218
36978 40160
Less: Closing Stock 4337 4226
32641 35934
GROSS PROF! £4074 £4839
OTHER INCOME
Salary 83226 74570
Deposit Account Interest (Net) 17 28
87317 79437
LESS: EXPENSES
Wages 34022 30754
Staff Uniforms 242 168
Rent 11420 13992
Rates 3967 3532
Water Rates 310 328
Light & Heat 1162 1023
Cleaning 238 223
Repairs and Renewals 1301 859
Printing, Postage, Stationery
and Advertising 418 552
Telephone 435 513
Accountancy Charges 425 425
Bank Charges 204 119
Insurance 113 1190
Legal & Professional Charges 120 571
Loan Interest 759 1201
Net Cash Shortages (140) 122
Trade Subscriptions 72 -
Sundry Expenses 472 190
Depreciation:
Fixtures & Fittings 1974 1719
Lease Premium 500 -500
58014 57981
NET PROFIT FOR THE YEAR £29303 £21456
14
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RICHARD C SHEPHERD
y TA
RAWTENSTALL POST OFFICE
TRADING AND PROFIT & LOSS ACCOUNT FOR THE YEAR ENDED 30 APRIL 1998
1998
£ £
INCOME
Stationery etc Sales 7973
Gas & Electricity Stamp Sales -
Photo Booth 1469
9442
Less: Stationery etc Purchases 6890
Gas & Electricity Stamp Purchases -
Add: Opening Stock 4337
11227
Less: Closing Stock 4210
7017
GROSS PROFIT £2425
OTHER INCOME
Salary 92754
Deposit Account Interest (Net) 30
95209
LESS: EXPENSES
Wages 36020
Staff Uniforms 494
Rent 11420
Rates $082
Water Rates 323
Light & Heat 1253
Cleaning 188
Repairs and Renewals 2652
Printing, Postage, Stationery
and Advertising 174
Telephone 430
Accountancy Charges 425
Bank Charges 81
Insurance 493
Legal & Professional Charges 75
Loan Interest 963
Net Cash Shortages 752
Trade Subscriptions 84
Sundry Expenses 55
Depreciation:
Fixtures & Fittings 1800
Lease Premium _500
63264
NET PROFIT FOR THE YEAR £31945
15
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7144
25608
4226
36978
4337
34022
242
11420
3967
310
1162
238
1301
418
435
425
204
113
120
759
(140)
72
472
1974
500
fey
is
=
£4074
83226
87317
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Tab 16.4 Supporting Documents Bundle
RICHARD C SHEPHERD
TA
RAWTENSTALL POST OFFICE
TRADING AND PROFIT & LOSS ACCOUNT FOR THE YEAR ENDED 30 APRIL 1999
1999 1998
£ rs £ £
INCOME
Stationery etc Sales 8326 7973
Photo Booth 1371 1469
9697 9442
Less: Stationery etc Purchases 6653 6890
Add: Opening Stock 4210 4337
10863 11227
Less: Closing Stock 4220 4210
6643 7017
GROSS PROFIT £3054 £2425
OTHER INCOME
Salary 94599 92754
Deposit Account Interest (Net) 25 30
97678 95209
LESS: EXPENSES
Wages 38147 36020
Staff Uniforms - 494
Rent 11420 11420
Rates 5257 5082
Water Rates 343, 323
Light & Heat 1169 1253
Cleaning 129 188
Repairs and Renewals 2531 2652
Printing, Postage, Stationery
and Advertising 1179 174
Telephone 541 430
Accountancy Charges 450 425
Bank Charges 102 81
Insurance 458 493
Legal & Professional Charges - 75
Loan Interest 966 963
Net Cash Shortages 1922 752
Trade Subscriptions 109 84
Sundry Expenses 95 55
Depreciation:
Fixtures & Fittings 2393 1800
Lease Premium _ 500 500
67711 63264
NET PROFIT FOR THE YEAR £29967 £31945
16
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850 of 881
RICHARD C SHEPHERD
TA
RAWTENSTALL POST OFFICE
TRADING AND PROFIT & LOSS ACCOUNT FOR THE YEAR ENDED 30 APRIL 2000
INCOME
Stationery etc Sales
Photo Booth
Less: Stationery etc Purchases
Add: Opening Stock
Less: Closing Stock
GROSS PROFIT
OTHER INCOME
Salary
Deposit Account Interest (Net)
LESS: EXPENSES
Wages
Staff Uniforms
Rent
Rates
Water Rates
Light & Heat
Cleaning
Repairs and Renewals
Printing, Postage, Stationery
and Advertising
Telephone
Accountancy Charges
Bank Charges
Insurance
Loan Interest
Net Cash Shortages
Trade Subscriptions
Sundry Expenses
Depreciation:
Fixtures & Fittings
Lease Premium
NET PROFIT FOR THE YEAR
CCRC Meeting -
7140
4220
11360
4110
40609
487
11420
5182
342
1253
140
1574
223
593
450
40
473
410
1733
263
2351
500
17
10 June 2021-10/06/21
7250
£3291
95098
eae
98393
6653
4210
10863
4220
38147
11420
5257
343
1169
129
2531
1179
541
450
102
458
1922
109
95
2393
S00
199)
olf
8326
1371
9697
£3054
94599
97678
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Tab 16.4 Supporting Documents Bundle
y,
y
t
RICHARD C SHEPHERD
TA
RAWTENSTALL POST OFFICE
TRADING AND PROFIT & LOSS ACCOUNT FOR THE YEAR ENDED 30 APRIL 2001
2001 2000
£ £ £ £
INCOME
Stationery etc Sales 12720 9254
Photo Booth 1999 1287
Phone Cards 15450 =
30169 10541
Less: Stationery etc Purchases 23666 7140
Add: Opening Stock 4110 4220
27776 11360
Less: Closing Stock 4700 4110
23076 7250
GROSS PROFIT £7093 £3291
OTHER INCOME
Salary 97199 95098
Deposit Account Interest (Net) 4 4
104296 98393
LESS EXPENSES
Wages 40151 40609
Staff Uniforms 271 487
Rent 11420 11420
Rates 5219 5182
Water Rates 318 342
Light & Heat 1322 1253
Cleaning 139 140
Repairs & Renewals 913 1574
Printing, Postage, Stationery & Advertising 163 223
Telephone 347 593
Accountancy Charges 450 450
Bank Charges 69 40
Insurance 756 473
Loan Interest - 410
Net Cash Shortages 2896 1733
Trade Subscriptions 98 96
Sundry Expenses 626 263
Depreciation:
Fixtures & Fittings 2049 2351
Lease Premium 5D0 500
87707 68139
NET PROFIT(LOSS) FORTHE YEAR 18 £36589 £30254 re
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RICHARD C SHEPHERD
A
RAWTENSTALL POST OFFICE
TRADING AND PROFIT & LOSS ACCOUNT FOR THE YEAR ENDED 30 APRIL 2002
INCOME
Stationery etc Sales
Photo Booth
Phone Cards
Less: Stationery etc Purchases
Add: Opening Stock
Less: Closing Stock
GROSS PROFIT
OTHER INCOME
Salary
Deposit Account Interest (Net)
LESS ENSES
Wages
Staff Uniforms
Rent
Rates
Water Rates
Light & Heat
Cleaning
Repairs & Renewals
Printing, Postage, Stationery & Advertising
Telephone
Accountancy Charges
Bank Charges
Insurance
Legal & Professional Fees
Net Cash Shortages
Trade Subscriptions
Sundry Expenses
Depreciation:
Fixtures & Fittings
Lease Premium
NET PROFIT/(LOSS) FOR THE YEAR
CCRC Meeting - 10 June 2021-10/06/21
19
14749
4700
19449
4694
40015
409
11658
4698
298
1118
185
1605
293
485
450
21
596
312
130
511
2769
500
2002
£
10141
3652
7350
21143
98147
3
104538
73253
23666
4140
27776
4700
40151
271
11420
5219
318
1322
139
913
163
347
450
69
756
2896
98
626
2049
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nm
io
=
m
12720
1999
15451
30169
23076
£7093
97199
a
104296
fe
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Tab 16.4 Supporting Documents Bundle
RICHARD C SHEPHERD
TA
RAWTENSTALL POST OFFICE
TRADING AND PROFIT & LOSS ACCOUNT FOR THE YEAR ENDED 30 APRIL 2003
2003 2002
£ £ £ £
INCOME
Stationery etc Sales 12207 10141
Photo Booth 5693 3652
Phone Cards 7643 7350
25543 21143
Less: Stationery etc Purchases 15411 14749
Add: Opening Stock 4694 4700
20105 19449
Less: Closing Stock 2790 4694
17315 14755
GROSS PROFIT £8228 £6388
OTHER INCOME
Salary 100462 98147
Deposit Account Interest (Net) 4 3
108694 104538
LESS EXPENSES
Wages 40574 40015
Staff Uniforms 115 409
Rent 12183 11658
Rates 4773 4698
Water Rates 315 298
Light & Heat 1292 /299 1118
Cleaning 48 185
Equipment Hire 613
Repairs & Renewals 693 1605
Printing, Postage, Stationery & Advertising 241 293
Telephone 514 485
Accountancy Charges $00 450
Bank Charges 10 21
Insurance 702 596
Legal & Professional Fees - 312
Net Cash Shortages 1224 6300
Trade Subscriptions - 130
Sundry Expenses 546 511
Depreciation:
Fixtures & Fittings 2511 2769
Lease Premium 500 500 F23S¢
67359 73258
pone
NET PROFIT/(LOSS) FOR THE YEAR £41335 £32485
32188
20
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Tab 16.4 Supporting Documents Bundle
854 of 881
RICHARD C SHEPHERD
TA
RAWTENSTALL POST OFFICE
POL00448632
TRADING AND PROFIT & LOSS ACCOUNT FOR THE YEAR ENDED 30 APRIL 2004
INCOME
Stationery etc. Sales
Photo Booth
Phone Cards
Less: Stationery etc. Purchases
Add: Opening Stock
Less: Closing Stock
GROSS PROFIT
OTHER INCOME
Salary
Deposit Account Interest (Net)
LESS EXPENSES
Wages
Staff Uniforms
Rent
Rates
Water Rates
Light & Heat
Cleaning
Equipment Hire
Repairs & Renewals
Printing, Postage, Stationery & Advertising
Telephone
Accountancy Charges
Bank Charges
Insurance
Legal & Professional Fees
Net Cash Shortages
Trade Subscriptions
Sundry Expenses
Depreciation:
Fixtures & Fittings
Lease Premium
NET PROFITI(LOSS) FOR THE YEAR
CCRC Meeting - 10 June 2021-10/06/21
18505
2790
21295
2647
50644
645
12901
4902
330
1241
593
530
33
675
500
479
(150)
137
1034
2376
500
POL00448632
2004 2003
£ £ eS
12329 12207
$222 5693
10275 7643
27826 25543
15411
4694
20105
27390
18648 17315
9178 8228
112867 100462
oe mae
122049 108694
40574
115
12183
4773
315
1297
48
613
693
241
514
500
10
702
1224
546
2511
500
67359
£44671 “ E
POL-BSFF-WITN-017-0038623_0853
POL00448632
POL00448632
Tab 16.4 Supporting Documents Bundle
RICHARD C SHEPHERD
TA
RAWTENSTALL POST OFFICE
TRADING AND PROFIT & LOSS ACCOUNT FOR THE YEAR ENDED 30 APRIL 2005
2005 2004
£ £ £ £
INCOME
Stationery etc. Sales 13803 12329
Photo Booth 4697 5222
Phone Cards : 10275
18500 27826
Less: Stationery etc.Purchases 10902 18505
Add: Opening Stock 2647 2790
13549 21295
Less: Closing Stock 2865 2647
10684 18648
GROSS PROFIT 7816 9178
OTHER INCOME
Salary 112085 112867
Court Fee 47 -
Deposit Account Interest (Net) 8 4
119956 122049
LESS EXPENSES
Wages 47558 50644
Staff Uniforms 273 645
Rent 12315 12901
Rates 4068 4902
Water Rates 397 330
Light & Heat 1242 1241
Cleaning - -
Equipment Hire - 593
Repairs & Renewals 1339 530
Printing, Postage, Stationery & Advertising 115 33
Telephone 422 675
Accountancy Charges 500 500
Bank Charges 10 8
Insurance 757 479
Net Cash Shortages (178) (150)
Trade Subscriptions 157 137
Sundry Expenses 1056 1034
Depreciation:
Fixtures & Fittings 2669 2376
Lease Premium 500 500
73200 77378
NET PROFIT/(LOSS) FOR THE YEAR £46756 £44671
22
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856 of 881
RICHARD C SHEPHERD
TA
RAWTENSTALL POST OFFICE
TRADING AND PROFIT & LOSS ACCOUNT FOR THE YEAR ENDED 30 APRIL 2006
INCOME
Stationery etc. Sales
Photo Booth
Phone Cards
Less: Stationery etc.Purchases
Add: Opening Stock
Less: Closing Stock
GROSS PROFIT
OTHER INCOME
Salary
Court Fee
Deposit Account Interest (Net)
LESS EXPENSES
Wages
Staff Uniforms
Rent
Rates
Water Rates
Light & Heat
Cleaning
Equipment Hire
Repairs & Renewals
Printing, Postage, Stationery & Advertising
Telephone
Accountancy Charges
Bank Charges
Insurance
Net Cash Shortages
Trade Subscriptions
Sundry Expenses
Depreciation:
Fixtures & Fittings
Lease Premium
NET PROFIT/(LOSS) FOR THE YEAR
CCRC Meeting - 10 June 2021-10/06/21
23
8950
2865
11815
3051
47433
139
11420
4176
247
1397
1609
554
500
10
797
72
287
1357
2362
500
2006
£ £
13966
5130
19096
10902
2647
13549
2865
8764
10332
110126
4
120462
47558
273
12315
4068
397
1242
1339
115
422
500
10
757
(178)
157
1056
2669
500
72860
£47602
POL00448632
POL00448632
2005
13803
4697
18500
iB
&
7816
112085
119956
16.4
POL-BSFF-WITN-017-0038623_0855
Tab 16.4 Supporting Documents Bundle
T/A Rawtenstall P
jp > Shey
Trading and Profit
for the Year Ended 30 April 2007
Income
Staionery etc. Sales
Photo booth
Cost of sales
Opening stock
Stationery etc. purchases
Closing stock
GROSS PROFIT
Other income
Salary
Deposit account interest
Expenditure
Rent
Rates
Insurance
Light and heat
Water rates
Wages
Staff uniforms
Telephone
Repairs and renewals
Net cash shortages
Trade subscriptions
Sundry expenses
Accountancy
Finance costs
Bank charges
Carried forward
30.4.07
£ £
12,869
5.227
18,096
3,051
8,578
11,629
(2,608)
9,021
9,075
117,592
4
117,596
126,671
11,420
2,075
733
2,176
354
48,762
560
1,144
867
1,023
500
69,614
$7,057
1
57,056
Page 3
24
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POL00448632
POL00448632
30.4.06
£ £
13,966
5,130
19,096
2,865
8,950
11,815
G,051)
8,764
10,332
110,126
a
110,130
120,462
11,420
4,176
797
1,397
247
47,433
139
554
1,609
T2
287
1,357
500
69,988
50,474
10
50,464
857 of 881
POL-BSFF-WITN-017-0038623_0856
Tab 16.4 Supporting Documents Bundle
RC Shepherd T/A Rawtenstall Post Office
is id Accoun!
for the Year Ended 30 April 2008
30.4.08 30.4.07
£ £ £ £
Income
Stationery etc Sales 10,301 12,869
Photo booth 3,773 5,227
14,074 18,096
Cost of sales
Opening stock 2,608 3,051
Stationery etc purchases 7,664 8,578
10,272 11,629
Closing stock (2,628) 2,608)
7,644 9,021
GROSS PROFIT 6,430 9,075
Other income
Salary 122,804 117,592
Deposit account interest 3 4
122,807 117,596
129,237 126,671
Expenditure
Rent 11,851 11,420
Rates and water 2,057 2,075
Insurance 693 733
Light and heat 2,072 2,176
Water rates 463 354
‘Wages 48,483 48,762
Telephone $44 560
Repairs and renewals $23 1,144
‘Net cash shortages 620 867
Sundry expenses 1,610 1,023
Accountancy 500 500
69.416 69,614
59,821 57,057
Finance costs
Bank charges 2 1
59,821 57,056
Depreciation
Lease amortisation 500 500
Fixtures and fittings 1,862 2,114
2,362 2,614
NET PROFIT 57,459 54,442
858 of 881
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26.3
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Tab 16.4 Supporting Documents Bundle
RC Shepherd T/A Rawtenstall Post Office
Trading and Profit and Loss Account
for the Year Ended 30 April 2009
30.4.09 304.08
£ ra
Income
Stationery etc Sales 10,768 10,301
Photo booth 2,590 3,773
13,358 14,074
Cost of sales
Opening stock 2,628 2,608
Stationery etc purchases 6,827 7,664
9,455 10,272
Closing stock (2,550) (2,628)
— 5:05 —
GROSS PROFIT 6,453 6,430
Other income
Salary 106,823 122,804
Deposit account interest 3 3
106,826 122,807
113,279 129,237
Expenditure
Rent 11,420 11,851
Rates and water 2,160 2,057
Insurance 1,216 693
Light and heat 2,599 2,072
Water rates 445 463
Wages 44,955 48,483
Telephone 398 544
Post and stationery 25 -
Repairs and renewals 1,096 $23
Net cash shortages (605) 620
Sundry expenses 1,092 1,610
Accountancy $00 500
65,301 69,416
47,978 59,821
Depreciation
Development costs 500 500
Fixtures and fittings 1,686 1,862
2,186 2,362
NET PROFIT 45,792 57,459
POL-BSFF-WITN-017-0038623_0858
Tab 16.4 Supporting Documents Bundle
/ RC Shepherd T/A Rawtenstall Post Office
¥/ Trading and Profit and Loss Account
for the Period I May 2009 to 30 September 2010
Income
Stationery ete Sales
Photo booth
Cost of sales
Opening stock
Stationery ete purchases
Closing stock
GROSS PROFIT
Other income
Salary
Deposit account interest
Expenditure
Rent
Rates and water
Insurance
Light and heat
Water rates
Wages
Telephone
Post and stationery
Repairs and renewals
Net cash shortages
Sundry expenses
Accountancy
Depreciation
Development costs
Fixtures and fittings
NET PROFIT
860 of 881
Period
1.5.09 to 30.9.10
£ £
16,179
3,179
19,358
2,550
8,586
11,136
11.136
8,222
137,712
137,715
145,937
15,902
1,271
900
3,965
622
80,833
334
1,807
62
1,701
650
108,047
37,890
37,890
"37
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13,358
6,905
6,453
106,823
106,826
113,279
11,420
2,160
1,216
2,599
445
44,955
398
1,096
(603)
1,092
65,301
47,978
500
1,686
POL-BSFF-WITN-017-0038623_0859
POL00448632
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Tab 16.4 Supporting Documents Bundle
90001000
¥Z972904A
A
673 P358
Mr Richard Charles Shepherd NT Cum.
C/O Rawtenstall Post Office 07
Unit 2 29.10.2010
Valley Centre BACS
RAWTENSTALL
BB4 70F
52432.20
Focus-Financial Services 1322.14 Tax Paid
Focus Mails 444.87 NI Paid 167.58
Focus - Telephony 69.55
STD - Financial Services 897.43
STD - Mails 1727.11
TD - Telephony 4.74
STD - Government Service 288.39
Premium Payment 15.53
Focus-Government Service 111.28
Premium Payment 968.80
5849.84 167.58
IFPO
5682.26
Expenses discounted from pay
3 assessable for NI
Staff Costs 2891.1
Non-Staff Costs 952.94
5682.26
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Tab 16.4 Supporting Documents Bundle
Post Office Historical Shortfall Scheme
PO Box 76882
London
E1w ORR
Our reference : 000213_Richard Charles Shepherd - RFIO00004
Richard Charles Shepherd
oes =
‘GRO
‘
9 April 2021
Dear Richard Charles Shepherd
Historical Shortfall Scheme: Request for further information
Thank you for your continued patience while we work through the large number of
claims. We're sorry that it is taking longer than expected.
The Independent Advisory Panel has asked that we request further information from
you to provide the fairest assessment of your claim. It would be helpful if you could
answer as many of the enclosed questions as possible. If you cannot give a precise
answer, an approximation will help, and your claim will still be assessed fairly, even if
you cannot answer everything. Thank you.
If you need any support in providing the information requested or with any of the
questions, or if you think you will need more time to respond, please let us know by
email or by post (details below).
It would be helpful if you could please reply to the questions as soon as convenient,
and within 28 days of the dat to
historicalshortfallscheme including scanned attachments of any
supporting documents. If rd from you by 7 May 2021 we will continue
to assess your claim with the information we currently have.
We will let you know the outcome of your application as soon as we can but please be
aware this could take some months from receiving your response.
Further support
If you have any further questions about the scheme or your application, please refer
to the overall questions and answers on the scheme website at
onepostoffice.co.uk/scheme or contact us at
historicalshortfallschemé¢
Thank you again and we look forward to receiving your response.
29 :
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Tab 16.4 Supporting Documents Bundle
Our reference : 000213_Richard Charles Shepherd - RFIO00004
Yours sincerely,
Declan Salter
Director - Historical Sho:
historicalshortfallscheme
If you don’t have email access, you can send your additional material by post to Post
Office Historical Shortfall Scheme, PO Box 76882, London E1W SRR. Please use Royal
Mail as PO Box addresses can only accept post from Royal Mail and not from other
carriers or couriers. Again, please send copies rather than originals. Please note postal
queries may take longer due to current covid restrictions.
30 :
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ARS 106CONV AGENCY RECRUITMENT SECTION,
REMUNERATIONS MANAGER
PO REMUNERATIONS SECURITY MANAGER
PAYROLL MANAGER COMMUNICATIONS TEAM RHQ
INTERMITTENT ALLOWANCES NETWORK RECORDS
GARRY LEAHY CLIENT MANAGER ALLOFF DATA BASE - LANCS & CUM
PO SUPPORT - DISTRIBUTION (please circulate) CHRISTINE MAGILL - RETAILSUPPORT
DAVE MARSDEN - STORES MANAGER
CAROL HARGREAVES RNM HELPLINE RHQ(please circulate)
AUDIT MANAGER PRESTON
ALAN TAYLOR FINANCIAL ACCTS (LP.ONLY) I HOLIDAY SUBSTITUTION DUTY
+ PAUL GREGORY MAN INFO SECTION COLLECTIONS MANAGER - RML
DORREN GIDLEY - TELEPHONE DUTY CHRIS OLDHAM - PARCELFORCE,
MARK VERNALLS POID MARY, TYPIST PRESTON GROUP
ARTHUR PRESTON MAINTENANCE FILE COPY
AREA NO: 28 JUNE 1996
RAWTENSTALL MSPO WILL CONVERT TO IFPO STATUS WITH THE
EXISTING SUBPOSTMASTER AS THE FRANCHISEE:-
TO: INDEPENDENT FRANCHISE POST OFFICE (IFPO)
EXISTING OFFICE CODE: 399/427
a
DATE OF CONVERSION: THURSDAY 1 AUGUST 1996
NEW OFFICE CODE: 404/427/4 a eS EAN OF
NEW HOURS OF OPENING: 900-530 Monday to Saturday /
Men Of8S Was o8uS
PLEASE AMEND YOUR SUB OFFICE RECORDS ACCORDINGLY
Thank You
_KIM WILSON
AG,
KW:H:\ DATA\WORD\ ARS106.DOC 34
POL-BSFF-WITN-017-0038623_0866
Tab 16.
4
ARS 106CONV
REMUNERATIONS MANAGER
PO REMUNERATIONS
PAYROLL MANAGER
INTERMITTENT ALLOWANCES
GARRY LEAHY CLIENT MANAGER
PO SUPPORT - DISTRIBUTION (please circulate)
DAVE MARSDEN - STORES MANAGER
CAROL HARGREAVES RNM °
AUDIT MANAGER PRESTON
ALAN TAYLOR FINANCIAL ACCTS (LP. ONLY)
PAUL GREGORY MAN INFO SECTION
DORREN GIDLEY - TELEPHONE DUTY
MARK VERNALLS POID
ARTHUR PRESTON MAINTENANCE
AREA NO: 28.
POL00448632
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AGENCY RECRUITMENT SECTION
SECURITY MANAGER
COMMUNICATIONS TEAM RHQ
NETWORK RECORDS
ALLOFE DATA BASE - LANCS & CUM
CHRISTINE MAGILL - RETAILSUPPORT
HELPLINE RHQ(please circulate)
HOLIDAY SUBSTITUTION DUTY
COLLECTIONS MANAGER - RML
CHRIS OLDHAM - PARCELFORCE
MARY, TYPIST PRESTON GROUP
«FILE COPY».
24 June 1996
Wilson, Kim
From: Wright, Andy (NWNW Region)
To: Boardman, Paul; Crompton, Joyce; Donohue, Neil; Greer, Paul; Helpline, Bangor;
Jones, Liam;.Marsden, Dave; Mason, David; Mills, Andy; Newton, Warren;
Nicholls, Keith; Rigby, Steve; Stores, Wrexham; Swanton, Paul; Toms, Susan;
“Ward, Andrew; Williams, Paul; Wilson, Kim
Ce: Hargreaves, Carol
Subject: Rawtenstall IFPO
Date: 24 June 1996 12:28
All
Please note that the info as supplied on 17 June regarding the conversion of Rawtenstall MSPO to IFPO
should have shown the hours of business on a Monday and Thursday as 0845 - 1730. 0900 - 1730 is
correct for all other days (inc Sat)
Sorry for
Andy
868 of 881
any inconvenience
35
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Tab 16.4 Supporting Documents Bundle
POL00448632
POL00448632
To: From: cc:
Mr R Shepherd M ARenshaw Nick Moriarty
Subpostmaster Audit Officer Business Development Manager
Outlet Intervention Team
Date: 14 August 2007
Audit of Post Office® Rawtenstall branch, Branch Code 404427.
Section 1 - Introduction
An audit of the above branch, led by myself, was undertaken on 14 August
2007.
. The purpose of this audit was to verify financial assets due to the
Post Office® and confirm compliance with a range of Business processes,
procedures and regulatory requirements.
Section 2 provides a management summary, including the financial audit result.
Section 3 details a breakdown of the result of the financial audit.
Section 4 is a compliance certificate, which should be completed, signed and
returned (in the addressed envelope provided) by , to confirm you have
understood all the actions required for attention. Please do not return the
report, as this needs to be kept at your branch for reference.
Appendix A details the areas of non-compliance to regulatory matters and
Appendix B details areas of non-conformance identified during tests of selected
policy and procedures. Both appendices include the actions agreed with
yourself during the closing meeting.
Section 2 - Management Summary
The financial audit revealed a current trading position of £ 730.87 short, subject
to a reconciliation of some figures (undertaken after the audit). A breakdown
of this figure, including any pending transactions corrections or losses being
settled centrally, can be found in section 3.
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Based on sample tests, observation and discussion during our audit visit, we
can provide assurance
that
controls are deployed correctly to comply with procedures in the areas of
Financial Controls, Information Security, Restrictions Policy, Mails integrity,
Pricing in Proportion and Homephone.
Actions to address the areas identified were agreed with yourself in the areas
of Procedural Security, Data Protection, Anti-Money Laundering and Banking
Products.
Assistants working at the branch were checked to the registered data held by
People and Organisational Development Services, Salford and:
there were no anomalies
Section 3 - Result of the Financial Audit
Financial assets to the value of £196805.33 were physically verified compared
to the amount due to Post Office® of £197536.20.
The difference between these figures is broken down as follows:
£ 140.39 (+) Identified as a difference in cash figures
£ 4442 {-} Identified as a difference in stock figures
£ 12.50 {-) Identified as a difference in foreign currency figures
£ 814.34 [-) Other
£ 730.87 Total shortage/surplus (delete as appropriate)
Comments:
The amount listed as “other” refers to a previously declared shortage taken
from the office snapshot.
37
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16.4
POL-BSFF-WITN-017-0038623_0869
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You have agreed to make good the shortage by 15 August 2007, the end of the
current trading period.
Many thanks for your hospitality during the audit.
38
POL-BSFF-WITN-017-0038623_0870
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Tab 16.4 Supporting Documents Bundle
Section 4
Compliance Certificate Statement from Post Office® Rawtenstall branch
I Branch Code 404427 NCAM area NorthSubpostmaster
I have read and understood the report relating to the audit carried out on 14
I August 2007.
* There were no actions recommended to implement *
* All actions recommended have been implemented *
@ I have implemented all of the actions recommended in the report with the following
exceptions *
(* Delete as applicable)
Action No. I Reason why this has not been implemented:
Feedback questions
1. How satisfied were you that the audit findings, detailed within this report, were clearly
communicated on the day of the audit and that an opportunity was given to discuss the
audit findings on the day.
Very satisfied O Comments
Quite satisfied I
Neither satisfied nor im
dissatisfied Dissatisfied fe)
Not at all satisfied [=]
4
39
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2. Overall, how satisfied are you with the way the audit was conducted?
Very satisfied Comments
Quite satisfied
Neither satisfied nor
dissatisfied Dissatisfied
Not at all satisfied
O05
Ooo
Name
Signed Date
POL-BSFF-WITN-017-0038623_0872
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APPENDIX A
Audit of Post Office® Rawtenstall branch, Branch Code 404427 - Action Plan
The following table details areas of non-compliance to regulatory issues and details actions agreed at the closing meeting.
Area / Non compliance identified I Impact of non-compliance Reference Action Required
Action number
Anti-Money
Laundering
4. Automated
Staff were not aware of the A Payments Ops I Ensure staff are aware that APADC
‘ ss AP Accounting procedures not fi .
retention period procedure adhered to manual 1 receipts need to be filed and
for APADC receipts. Section 23 retained for 2 years
page 76
Data Protection
2. The branch could not Potential for branch staff to be I Operational Order copy of the Data protection
: . Act 1998 leaflet by contacting the
produce the Data non competent with the Data I Focus issue Data Protection and Services team
Protection Act 1998 leaflet. I Protection Act 1998. 21, article 13
41
POL-BSFF-WITN-017-0038623_0873
The following table details areas of non-conformance identified during tests of selected areas at audit and details actions agreed at the
closing meeting
Audit of Post Office® Rawtenstall branch, Branch Code 404427 - Action Plan
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APPENDIX B
Area / Action Non conformance Impact of non-conformance Reference Action Required
number identified
Procedural
Security
3 Security
A Potential loss of Post Office Ltd I operations
The procedures relating to . 7
' funds in the event of an manual, Ensure that the procedures relating
the Hostage Policy are not I. . . , "
known incident, for which the agent subsection to the Hostage policy are known.
, could be held liable. 17, pages 74 -
75
Banking
: Products
4, There was an inadequate Order supply of customer incident
Customer incidents would go and description forms P6217 from
supply of P6217, P1091 and , COM - On f
_ unreported. Failure to comply . . Swindon stores and ensure staff
P6242 customer incident . Line Banking - .
ath could hinder a Police i aware of circumstances where these
and description forms on ; mie subsection 8 .
hand investigation. need to be used and retention
. period.
42
POL-BSFF-WITN-017-0038623_0874
IN CONFIDENCE
POL00448632
POL00448632
To: From: ce:
Mr R Shepherd Mark Sealey Nick Moriarty
Subpostmaster Lead Auditor Business Development Manager
Outlet Intervention Team
Date: 10 December
2008
Audit of Post Office® Rawtenstall branch, Branch Code 4044274.
Section 1 - Introduction
An audit of the above branch, led by myself, was undertaken on 04/12/08. The purpose of
this audit was to provide assurance of financial assets due to the Post Office® and to confirm
compliance with a range of Business processes, procedures and regulatory requirements.
During the audit all cash, cheques, vouchers, Euros, Dollars and suspense entries were
verified and a check of a selection of stock items and other currencies was performed.
Section 2 provides a management summary, including the financial audit result.
Section 3 details a breakdown of the result of the financial audit.
Section 4 is a compliance certificate, which should be completed, signed and returned (in the
addressed envelope provided) by , to confirm you have understood all the actions
required for attention. Please do not return the report, as this needs to be kept at your
branch for reference.
Appendix A details the areas of non-compliance to regulatory matters and Appendix B
details areas of non-conformance identified during tests of selected policy and procedures.
Both appendices include the actions agreed with you during the closing meeting.
Section 2 - Management Summary
The financial assurance audit produced a result of £ 133.27 surplus, subject to a
reconciliation of some figures (undertaken after the audit). A breakdown of this figure,
including any pending transactions corrections or losses being settled centrally, can be found
in section 3.
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Owing to Christmas pressure no compliance testing was undertaken. Please
ignore any refernce to appendix Aand B
Section 3 - Result of the Financial Audit
Financial assets to the value of £101560.80 were physically verified compared to the
corresponding amounts detailed on the Office Snapshot of £101595.97. Any stock items not
verified, during the audit, were deemed to be assured.
The difference between these figures is broken down as follows:
£ 35.17. - Identified as a difference in cash figures
£ 168.44 + _ Discrepancy as per office snapshot
£133.27, + Total surplus
Comments:
You have agreed to make good the shortage by the end of the current Trading Period, which
is 17/12/08/
Thank you for your Hospitality during our visit.
Section 4
Compliance Certificate Statement from Post Office® Rawtenstall branch
Branch Code 404427 Field Support Area North
I have read and understood the report relating to the audit carried out on 04/12/08.
e There were no actions recommended to implement *
« Alfactions recommended have been implemented *
* [have implemented all of the actions recommended in the report with the following
exceptions *
(* Delete as applicable)
Action No. Reason why this has not been implemented:
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Feedback questions
1. How satisfied were you that the audit findings, detailed within this report, were clearly
communicated on the day of the audit and that an opportunity was given to discuss the
audit findings on the day.
Very satisfied
Quite satisfied
Neither satisfied nor
dissatisfied Dissatisfied
Not at all satisfied
Comments
Oo
OOo
2. Overall, how satisfied are you with the way the audit was conducted?
Very satisfied Comments
Quite satisfied
Neither satisfied nor
dissatisfied Dissatisfied
Not at all satisfied
O54
I
Name
Signed Date
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46
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198 40 088
1Z/90/01-1Z0z euNr oO} - BuReEW OOO
‘Error
Name Of Reason For I Notice Requested
Date ‘Agent FAD StartDate I EndDate I leaving Requests I Compensation I Remuneration I by Additional comments or data needed
000213_
Richard
Charles Alicia More than one branch appointment and HR
15-06-20 I Shepherd I 404427 I Rawtenstall I Yes Yes Yes Yes Yes Yes Hassam Registered Assistants please.
Payr.area {03} Agent Monthly
Contract [VOIDIFPONew +
Voluntary
05.03,1992 28.10.2010 I resignation None None Below HR Assistants; Below
Remuneration:
Pers.No.IName of employee or applicant [WI IWage Type Long Text = [Number ofI = = Amount I In-perI PYI For-pe
1000IMr Richard Charles Shepherd /101I Total gross 0.00 200907) 01] 200907I
1000)Mr Richard Charles Shepherd /101/Total gross 0.00 200908] 01) 200908)
1000IMr Richard Charles Shepherd /101/Total gross 0.00 200909] 01) 200909
1000IMr Richard Charles Shepherd 7101] Total gross 0.00 200910] 01] 200910
1000/Mr Richard Charles Shepherd 7101I Total gross 0.00 200911) 01] 200911]
1000IMz Richard Charles Shepherd /101I Total gross 0.00 G RO '200912I 01I 200912
1000IMr Richard Charles Shepherd /101]/ Total gross 0.00 201001] 01] 201001
1000IMr Richard Charles Shepherd 7101I Total gross 0.00 201002) 01] 201002
1000IMr Richard Charles Shepherd /101ITotal gross 0.00 201003) 01] 201003}
1000IMr Richard Charles Shepherd /101I Total gross 0.00 201004] 01] 201004
1000IMr Richard Charles Shepherd 7101] Total gross 0.00 201005] 01] 201005
1000IMr Richard Charles Shepherd /101I Total gross 0.00 201006] 01] 201006I
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POL-BSFF-WITN-017-0038623_0879
+z/90/01-LZoz eunr I - BuNeeW DYDD
18840 188
HR Assistants:
FAD Code6 (Bra...
404427
404427
404427
404427
404427
Branch Assistant... National Insuran..
Rawtenstall
Rawtenstall
Rawtenstall
Rawtenstall
Rawtenstall
ANGELA
ESME
JENNA
SALLY ANN
Sumame
WHAMOUGH
KIMBER
HOLT
DAVENPORT
SMITH
48
Type Start Date
10/1/2001
5/9/2017
6/1/1996
5/9/2017
11/1/2010
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End Date Horizon ID
‘AWHOO1
AKIOOT
alpung sjuewinoog Bumoddns p91 qeL
EHOOOT
JDA001
1/1/2013 SSMO01
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